Formally asking a univerity for contact information of PhD
I assume that he has not a profile in that university, as you're asking this question. In a typical university's view, if a person among the staff were supposed to be contacted by people out side, its contact information would be announced, clearly, in the website. If not, it is not so reasonable to expect something unusual, is which not, completely, regular in university's policies.

If the software is a business product and you have paid for it, you have right to expect any defined kind of support for the package, officially (of course, if your target software version is not obsolete). In this case, you better contact ,directly, to the support division of the corresponding third party, instead of the lead or any of its developers.

If the target package is a part of a open source project, the case would need a different approach. Most of the open source softwares have been introduced, firstly, in a paper, is which expected to be referenced by the people using that software. The main leaders and supporters of the software are, actually, the authors of such reference papers. Even in the case of changing their affiliations (and consequently their contact address), you can find the paper's webpage in the responsible publishing journal and find the updated affiliations (is which a common fashion at least in my field, robotics)

After finding the new address, you can contact the person, safely. But, you better know that the fellows, involved in open source development, are not responsible to answer questions about the utilization of the software, but shall appreciate any reports corresponding to potential bugs or correspondences for collaboration in the development. The users are supposed to resolve their application-based issues by either searching in the forums or reading the tutorials. All in all, you might be lucky enough to catch some clues from this contact, at least.

Good luck