Support Analyst II

About Vista Equity Partners

Vista Equity Partners is a leading global investment firm focused exclusively on enterprise software, data, and technology-enabled businesses. With over $100B in assets under management and a portfolio of 90+ software product companies worldwide, Vista accelerates growth through operational excellence, shared expertise, and long-term partnership. In India, Vista’s presence continues to expand with 45+ portfolio companies employing more than 17,000 professionals across technology, product, customer success, and operations - reinforcing India’s strategic role as a hub of innovation and talent within the Vista ecosystem.

Through its Agentic AI Factory, Vista is embedding Generative AI across its global portfolio - enabling companies to integrate intelligent, responsible AI into products, operations, and decision-making. This initiative is strengthened through portfolio-wide learning programs, leadership workshops, and AI hackathons that foster innovation, build fluency, and accelerate practical AI adoption across teams.

About Amtech

Amtech is a leading provider of enterprise software solutions for the packaging, printing, and manufacturing industries. Our integrated systems streamline order management, production planning, scheduling, inventory, and business analytics - empowering customers to drive efficiency, reduce costs, and improve operational performance. With a strong commitment to innovation and customer success, Amtech delivers reliable technology backed by deep industry expertise.

With Vista’s investment and strategic guidance, we combine the agility of a growing technology organization with the scale, stability, and career mobility of a global software ecosystem.

Our Employee Value Proposition

At Amtech, our people are our greatest differentiator. We create an environment where you can:

Purpose

Shape the future of manufacturing and supply chain operations by delivering mission-critical enterprise software used by industry-leading organizations.

Growth

Access continuous learning, leadership development, and cross-portfolio opportunities through Vista’s global network - accelerating both technical and managerial career paths.

Culture

Work in a collaborative, transparent, and people-first environment where values, accountability, and integrity guide every decision.

Innovation

Engage with cutting-edge technologies, including AI-driven automation, and contribute to modernizing financial systems and operational processes across the business.

Role Description

Amtech is seeking an Support Analyst II to support the EnCore ERP platform, with a focus on plant floor operations, production scheduling, inventory management, and manufacturing workflows used throughout the corrugated and folding carton industry.

This is a hands-on technical role requiring end-to-end case ownership, analytical problem-solving, and the ability to work across application, database, and system-level issues. It is not a ticket-only support position.

Manufacturing experience is required. Understanding how production floors operate - from scheduling and shop floor execution through inventory and shipping - matters more than ERP expertise. Candidates with broader manufacturing backgrounds are encouraged to apply; experience in corrugated, folding carton, or packaging is a strong plus but not required.

Key Responsibilities

• Own and resolve EnCore ERP support cases end-to-end, from initial diagnosis through resolution
• Prioritize cases based on operational and financial impact to the customer
• Troubleshoot issues spanning plant floor workflows, production scheduling, inventory management, logistics, and order-to-cash processes
• Investigate configuration, services, and environment alignment to distinguish product defects from customer configuration issues
• Use SQL SELECT queries to validate data, investigate inventory transactions, and support root cause analysis
• Support Microsoft SQL Server and Windows Server-hosted application environments
• Review logs, services, integrations, and scheduled jobs to identify root causes
• Create and maintain knowledge base documentation and troubleshooting guides
• Research prior cases and existing documentation before escalating
• Maintain case ownership and provide structured handoffs across time zones
• Partner with Product, Development, Professional Services, Infrastructure, and Customer Success teams
• Escalate product defects with detailed reproduction steps and supporting evidence
• Participate in testing and validation of new features and product releases
• Support customers across North America and Europe; participate in off-hours work as needed for upgrades, installations, and critical incidents

Skills & Qualifications

Required

• Manufacturing industry experience - plant floor, production scheduling, inventory, or shop floor operations; this is a firm requirement
• Working knowledge of manufacturing workflows from production through shipping and inventory reconciliation
• 4+ years in L2/L3 technical support, application support, or ERP support environments
• Strong troubleshooting skills across enterprise applications, databases, and Windows Server environments
• SQL proficiency - SELECT queries, joins, and data validation
• Experience working with logs, diagnostics, and system analysis tools
• Excellent written and verbal English communication skills
• Self-directed, research-driven approach to problem-solving

Preferred

• Experience with EnCore ERP or comparable manufacturing ERP/MES platforms
• Corrugated, folding carton, or packaging industry experience
• Experience supporting scheduling, inventory, or shop floor execution systems
• SaaS ERP support experience
• Knowledge base creation experience

Nice to Have

• Formal packaging education from Indian Institute of Packaging, SIES School of Packaging, ASC Centre & College, or other recognized packaging programs in India
• Additional language skills
• Power BI or reporting tool experience

WHY JOIN AMTECH

At Amtech, you will drive meaningful financial impact in a growing enterprise software organization while benefiting from Vista’s world-class ecosystem. You’ll collaborate with talented peers, leverage cross-portfolio learning programs, and help shape the future of Amtech’s financial operations and systems. Build your career with Amtech - backed by the strength, scale, and innovation culture of Vista.