Technical Support Engineer
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 Role Description Amtech is hiring a Technical Support Engineer to support our hosted and cloud-based customer environment. This role sits at the front line of technical support and handles infrastructure-related issues across systems, applications, and integrations. The focus is on resolving issues quickly, minimizing escalations, and maintaining system stability for customers in the manufacturing industry. KEY RESPONSIBILITIES Customer Support & Issue Resolution
- Act as first technical contact for infrastructure issues
- Troubleshoot across application, system, and integration layers
- Engage directly with customers
- Own issues through resolution
- User access and permission updates
- Script execution and configuration updates
- FTP and file transfer troubleshooting
- Service restarts and system checks
- Resolve performance, disk, and connectivity issues
- Run SQL scripts and restore databases
- Validate data and troubleshoot performance
- Handle cross-layer issues
- Troubleshoot integrations (EDI, APIs, third-party tools)
- Handle cross-boundary issues
- Support updates and configuration changes
- Escalate with clear diagnostics
- Partner with support and engineering teams
- Reduce unnecessary escalations
- Maintain knowledge base and runbooks
- Document recurring issues
- Improve support processes
- 3–7 years in support roles
- Experience with production systems
- Customer-facing support experience
- Windows troubleshooting
- Basic networking (DNS, ports)
- Active Directory
- SQL Server (SSMS, scripts, backups)
- AWS fundamentals
- Linux basics
- SaaS / cloud concepts
- Integration and API troubleshooting
- Manufacturing systems experience
- Understanding of workflows (orders, production, inventory)
- Packaging industry is a plus
- 90-day US overlap (4–5 hours)
- Transition to India hours
- Weekend/on call required
- High resolution without escalation
- Strong customer communication
- Cross-system knowledge growth
- KB contributions
- Improved response times
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