Cloud Support Engineer

Stack

Responsibilities

• ▹Lead investigation and resolution of high-priority or complex incidents, coordinating with engineering and delivery teams
• ▹Own escalations end-to-end, bringing technical depth, structure and calm under pressure
• ▹Develop tools, dashboards and automation to improve support delivery, observability and onboarding
• ▹Identify recurring issues and propose solutions that improve platform stability
• ▹Contribute to internal documentation, playbooks and root cause analysis reports
• ▹Support hosted and self-managed Vault deployments, collaborating with client teams on best practices
• ▹Help shape the support model, tooling and processes across regions

Requirements

• ▹3+ years in technical support, cloud infrastructure or SRE/DevOps, ideally in high-scale, client-facing environments
• ▹Deep experience with incident management, root cause analysis and production troubleshooting
• ▹Strong Linux systems knowledge (filesystems, networking, internals)
• ▹Programming skills in Go and Python, experience with observability stacks (e.g. Grafana, Prometheus, EFK)
• ▹Confidence with cloud-native platforms and tools (Kubernetes, Terraform, AWS/GCP, Docker)
• ▹Excellent communication skills under pressure, able to influence across client, product and engineering
• ▹Demonstrated ability to lead without authority, including mentoring
• ▹Drive to raise the standard for support and build systems that scale sustainably

Nice to have

• ▹Experience deploying or supporting self-managed software in client cloud environments
• ▹Exposure to core banking, payments or financial services infrastructure
• ▹Familiarity with gRPC, protobuf or service-to-service communication patterns
• ▹Open-source contributions or self-driven learning in cloud, infra or backend tooling
• ▹Experience contributing to support process design or automation initiatives

Soft skills

What we offer

• ▹Competitive salary and commission
• ▹Pension plan (match up to 5%)
• ▹Life insurance (3x annual salary)
• ▹Competitive maternity (six months fully paid) and paternity leave (four weeks fully paid)
• ▹Shared parental leave
• ▹25 days holiday and bank holidays
• ▹Flexible working hours
• ▹Cycle-to-work scheme
• ▹Electric car scheme
• ▹Season ticket loan
• ▹Access to learning materials and courses
• ▹Sports and hobby clubs, subsidised by the company
• ▹All the latest tech you need
• ▹Fresh fruit, cereals, snacks and smoothies
• ▹A talented and experienced team as colleagues
• ▹An environment that encourages learning and progress
• ▹Two charity days a year
• ▹Weekly food pop-up

About the company

Thought Machine's mission is to rid the world's banks of legacy technology, building a cloud-native core banking and payments platform (Vault). The company has grown to 550+ people across offices in London, New York, Singapore, Sydney and a new Engineering Hub in Lisbon, backed by more than £500m in funding.