Senior 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

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.

Amtech is hiring a Senior Technical Support Engineer to support the Label Traxx ERP platform used in the label and narrow-web converting industry. This is a hands-on technical role focused on troubleshooting across application logic, reporting, and system-level issues. It is not a ticket-only support role. The role combines application support, report development, server and network troubleshooting, and technical implementation support. Candidates should be comfortable working with code-like logic, system configurations, and debugging complex issues across multiple layers. This role supports customers globally, with a primary focus on EU/UK business hours coverage.

KEY RESPONSIBILITIES

• Provide day-to-day technical application support to customers, including troubleshooting complex issues across application, data, server, and network layers.
• Own and resolve support cases end-to-end, acting as the first point of contact when needed and ensuring timely, high-quality resolution.
• Develop, modify, and troubleshoot Super Reports using 4D language, translating business requirements into report logic and debugging issues.
• Analyze customer issues, identify root causes, and collaborate with internal teams (Product, Development, Implementation) for resolution.
• Troubleshoot server and system issues, including services, configurations, connectivity, performance, and log analysis.
• Configure and support Label Traxx environments, including Windows services, upgrades, and system validations.
• Support integrations, implementations, and upgrades, including Siteline, Data Warehouse, and API-based solutions.
• Troubleshoot peripheral and environment-related issues, including printers, AutoTraxx, and email configurations.
• Support customer onboarding and system adoption by assisting with technical setup, validation, and environment readiness.
• Document support cases, technical solutions, and processes in Salesforce to build a strong internal and customer-facing knowledge base.
• Prioritize and manage cases based on customer impact, ensuring responsiveness and professionalism in all interactions.
• Partner with global teams (U.S. and India) in a follow-the-sun support model to ensure continuous customer coverage.
• Participate in off-hours work as needed for server upgrades, installations, and critical maintenance.
• Identify trends in technical issues and provide feedback to improve product functionality, stability, and support processes.

SKILLS & QUALIFICATIONS

• 5+ years of experience in L2/L3 technical or application support within enterprise software or ERP environments.
• Strong troubleshooting skills across application, server, and network layers.
• Experience working with Windows servers, services, configurations, and log analysis.
• Ability to debug code and reporting logic (experience with 4D or similar tools preferred).
• Strong problem-solving and analytical skills with the ability to diagnose and resolve complex technical issues.
• Excellent communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.
• Ability to manage multiple priorities and work across global teams in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Customer-focused mindset with a commitment to delivering high-quality technical support.
• Experience with reporting tools such as Crystal Reports or similar.
• Familiarity with SQL, JavaScript, APIs, and data warehouse concepts.
• Experience supporting ERP systems and manufacturing workflows.
• Experience in label, print, or manufacturing environments is a plus.

WHY JOIN AMTECH

At Amtech, you will play a key role in supporting mission-critical systems for customers across the 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.