Cloud Support Engineer
Thought Machine11 months ago
London, United KingdomMid Level
Responsibilities
- Lead investigation and resolution of high-priority and complex incidents with engineering and delivery teams.
- Own technical escalations end-to-end and provide structure during high-pressure client situations.
- Develop tools, dashboards, and automation to improve support delivery, observability, and onboarding.
- Identify recurring issues and lead solutions that improve platform stability, reduce effort, and enhance client experience.
- Create internal documentation, playbooks, and root cause analysis reports.
- Support hosted and self-managed Vault deployments and advise client teams on best-practice configurations.
- Help shape the global support model, platform tooling, and operational processes.
Requirements
- 3+ years of experience in technical support, cloud infrastructure, or SRE/DevOps roles, ideally in high-scale, client-facing environments.
- Deep experience with incident management, root cause analysis, and production troubleshooting.
- Strong Linux systems knowledge, including filesystems, networking, and system internals.
- Programming skills in Golang and Python, plus experience with infrastructure tools or observability stacks such as Grafana, Prometheus, and EFK.
- Experience with cloud-native platforms and tools such as Kubernetes, Terraform, AWS, GCP, and Docker.
- Ability to communicate and influence effectively across client, product, and engineering teams under pressure.
- Demonstrated ability to lead without authority, including during escalations, cross-functional collaborations, and mentoring.
- Experience deploying or supporting self-managed software in client cloud environments is desirable.
- Exposure to core banking, payments, or financial services infrastructure is desirable.
- Familiarity with gRPC, protobuf, or service-to-service communication patterns is desirable.
- Open-source contributions, self-directed cloud or infrastructure learning, and experience with support process design or automation are desirable.
Benefits
- Pension plan with matching up to 5%.
- Life insurance of three times annual salary.
- Paid maternity, paternity, and shared parental leave.
- 25 days of holiday plus bank holidays.
- Flexible working hours.
- Cycle-to-work scheme, electric car scheme, and season ticket loan.
- Access to learning materials and courses.
- Subsidised sports and hobby clubs.
- Latest technology equipment, snacks, drinks, and weekly food pop-ups.
- Two charity days per year and a supportive environment focused on learning and progression.
Tech Stack
Categories
About Thought Machine
Thought Machine builds cloud-native core and payments platforms for banks, centered on Vault Core, a microservices, API-driven core banking system delivered in the cloud. It sells enterprise software and services to banks and financial institutions, with engineers embedding to implement and integrate systems. Founded in 2014 and headquartered in London, the privately held company serves global banking markets and focuses on replacing legacy core infrastructure.