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.

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