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. What we are attempting is hard and means we need great people working together to build great technology. 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’re stepping into a senior technical role that goes well beyond incident response. At this level, you’re expected to own, influence and elevate how we deliver support globally, across both our hosted SaaS product and bank-hosted Vault deployments. You’ll not only handle our most complex technical issues, but also mentor junior engineers, shape tooling and processes, partnering 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.

Duties

• 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.

Essential

• 5+ years of experience 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).
• Confidence in working with cloud-native platforms and tools (e.g. Kubernetes, Terraform, AWS/GCP, Docker).
• Excellent communication skills under pressure, being 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.

Desirable

• 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 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 (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.

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.