Associate Support Analyst

Job description

**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 Associate Support Analyst 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 - 1–3 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.