Associate Support Analyst

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 operational processes across the business.

Amtech is seeking a Labels Application Support Associate to support the Label Traxx ERP platform, Batched scheduling solution, and Siteline web-to-print platform used throughout the label and narrow-web converting industry.

This is a hands-on technical role focused on troubleshooting, configuration, reporting, integrations, and customer support. It is not a ticket-only support position. It requires technical ownership, analytical problem-solving, and the ability to work across application, database, reporting, and system-level issues.

Print industry experience is required. Understanding how label and narrow-web print shops operate and do business matters more than ERP expertise. Technical skills can be built; industry context cannot. Candidates without print industry background will not be considered.

Schedule

Standard working hours are 9:30 AM - 6:30 PM IST. During the first 90 days, an offset training schedule may require availability up to 11:00 AM Eastern Time on selected days.

KEY RESPONSIBILITIES

• Own support cases end-to-end across Label Traxx, Batched, and Siteline - from initial diagnosis through resolution
• Troubleshoot complex issues spanning application logic, database records, reporting, integrations, and infrastructure
• Analyze application data, customer configurations, and workflow issues to validate system behavior and identify root causes
• Modify and execute queries to investigate data-related problems and support Batched configuration and rule troubleshooting
• Support Batched scheduling, workflow configuration, and customer implementations; troubleshoot scheduling rules, production planning logic, and workflow automation
• Support Siteline storefront implementations, including order processing, artwork approval workflows, and Label Traxx-to-Siteline integration issues
• Troubleshoot Windows servers, services, and application environments; configure and support Label Traxx as a Windows service
• Analyze logs, system behavior, and service failures to identify root causes; support server upgrades, migrations, and environment validation
• Create and maintain troubleshooting guides, KB articles, and SOPs; research prior cases and documentation before escalating
• Identify recurring issues and recommend durable solutions; contribute to support process improvements
• 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

• Print industry experience - label, narrow-web, or converting; this is a firm requirement
• Strong working knowledge of how print shops operate, estimate, schedule, and fulfill orders
• 1-3 years in application support, technical help desk, or customer-facing technical support environments
• Strong troubleshooting skills across applications, databases, Windows servers, and basic networking
• Experience working with logs, diagnostics, and system analysis tools
• Ability to debug application logic, workflows, and reporting solutions
• Excellent written and verbal English communication skills
• Self-directed, research-driven approach to problem-solving

Preferred

• Experience with Label Traxx, Batched, Siteline, or comparable ERP/MIS/scheduling platforms
• Crystal Reports or similar reporting tool experience
• Data warehouse or BI concepts; Power BI experience a plus
• Estimating, costing, or production planning background

Nice to Have

• JavaScript, API, or integration experience

WHAT SUCCESS LOOKS LIKE - FIRST 6 MONTHS

• Independently troubleshoot Label Traxx, Batched, and Siteline issues with minimal escalation
• Contribute to Super Reports development and maintenance
• Support customer implementations, upgrades, and integrations
• Build and maintain high-quality knowledge base content
• Operate as a trusted technical resource for customers and internal teams

WHY JOIN AMTECH

At Amtech, you will play a key role in supporting mission-critical systems for customers across the label and packaging industry while working within a global, collaborative support model. Backed by Vista’s ecosystem, you’ll have the opportunity to expand your technical expertise, work alongside experienced teams across regions, and contribute to the ongoing evolution of Amtech’s solutions and customer experience.