Senior Cloud Support Engineer

Thought Machine’s mission is bold - to properly and permanently rid the world’s banks of legacy technology. To achieve this, we have developed the foundations of modern banking through core and payments technology which run natively in the cloud. We have grown rapidly in the past few years - growing our team to more than 550 individuals across offices in London, New York, Singapore and Sydney. We have raised more than $500m in funding and are now valued at $2.7bn.

As a Senior Cloud Support Engineer at Thought Machine, you are stepping into a senior technical role that goes well beyond incident response. At this level, you are expected to own, influence and elevate how we deliver support globally - across both our hosted SaaS product and bank-hosted Vault deployments. You will not only handle our most complex technical issues, but will also mentor junior engineers, shape tooling and processes, and partner closely with Engineering and Product teams to drive continuous improvement across the platform. You bring a deep understanding of cloud-native systems and distributed architecture, and will become a domain expert in Vault Core. This is a highly visible role where your technical judgement, leadership, and strategic problem-solving will directly impact client outcomes and platform quality.

What you will do:

• Lead the investigation and resolution of high-priority or complex incidents, coordinating with engineering and delivery teams to drive timely solutions.
• Own escalations end-to-end - providing technical depth, structure, and calm during high-pressure client situations.
• Develop and refine tools, dashboards, and automation to improve support delivery, observability, and onboarding.
• Identify recurring issues, propose and lead solutions that improve platform stability, reduce effort, and enhance client experience.
• Provide mentoring, training, and technical oversight for IC1 and IC2 engineers.
• Contribute to internal documentation, playbooks, and root cause analysis reports - with a focus on accuracy and knowledge sharing.
• Support both hosted and self-managed deployments of Vault, collaborating with client teams on best practice configurations.
• Own and maintain Enterprise relationships from a technical perspective.
• Actively shape the evolution of our support model, platform tooling, and processes across regions.

Requirements:

• 5+ years in technical support, cloud infrastructure, or SRE/DevOps roles, ideally within 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 and experience with infrastructure tools or observability stacks (e.g. Grafana, Prometheus, EFK).
• Confident working with cloud-native platforms and tools - e.g. Kubernetes, Terraform, AWS/GCP, Docker.
• Excellent communicator under pressure - able to influence across client, product, and engineering boundaries.
• Demonstrated ability to lead without authority - especially in escalations, cross-functional collaborations, and mentoring.
• A 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 evidence of self-driven learning in cloud, infra, or backend tooling.
• Experience contributing to support process design or automation initiatives.

Benefits:

• Highly competitive salary.
• Pension plan (match up to 5%).
• Life insurance - three times annual salary.
• Competitive maternity (six months fully paid) and paternity leave (four weeks fully paid).
• Shared parental leave (matched to our maternity leave for the same point in time).
• 25 days holiday and bank holidays.
• Flexible working hours.
• Cycle-to-work scheme.
• Electric car scheme.
• Season ticket loan.
• Access to outstanding learning materials and courses.
• Sports and hobby clubs, subsidised by Thought Machine.
• All the latest tech you need.
• Start the day properly with fresh fruit and cereals.
• Huge range of healthy (and not-so-healthy) snacks, smoothies and drinks.
• A talented and experienced team as your colleagues.
• An environment where we encourage learning and progress.
• Two charity days a year.
• Weekly food pop-up.

Thought Machine is committed to making a measurable positive impact on people's everyday lives. We are an equal-opportunity employer and value diversity at our company. We actively hire candidates who demonstrate technical excellence in their field and welcome people of all ages and backgrounds, providing everyone with equal access to professional development. You are encouraged to apply even if your experience doesn’t accurately match the job description. We also encourage applications from those with different abilities, including candidates with ADHD, autism, dyslexia or dyspraxia.