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, Sydney and our newly established Engineering Hub in Lisbon. We have raised more than £500m in funding and our investors include Molten Ventures, Eurazeo, Intesa Sanpaolo, Temasek, Nyca Partners, JPMorgan Chase Strategic Investments, Standard Chartered Ventures, and more. We have created a culture that enables our team to produce the best work in the industry while ensuring we have fun along the way. We're regularly cited as having a fantastic workplace culture and have been recognised by Sifted magazine as having one of the highest Glassdoor ratings for a UK fintech company and the industry's most generous employee share package. Named one of the world's most innovative fintechs by Global Finance Magazine, we were also recognised by the Financial Times as one of Europe's fastest-growing companies for two consecutive years—and a UK Best Employer for 2026. As a Cloud Support Engineer at Thought Machine, you're stepping into a 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 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 solutionsOwn escalations end-to-end, providing technical depth, structure and calm during high-pressure client situationsDevelop and refine tools, dashboards and automation to improve support delivery, observability and onboardingIdentify recurring issues, propose and lead solutions that improve platform stability, reduce effort and enhance client experienceContribute to internal documentation, playbooks and root cause analysis reports, with a focus on accuracy and knowledge sharingSupport both hosted and self-managed deployments of Vault, collaborating with client teams on best practice configurationsActively shape the evolution of our support model, platform tooling and processes across regions Essential 3+ years of experience in technical support, cloud infrastructure or SRE/DevOps roles, ideally within high-scale, client-facing environmentsDeep experience with incident management, root cause analysis and production troubleshootingStrong Linux systems knowledge, including filesystems, networking and system internalsProgramming 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 boundariesDemonstrated ability to lead without authority; especially in escalations, cross-functional collaborations and mentoringA drive to raise the standard for support and build systems that scale sustainably Desirable Experience deploying or supporting self-managed software in client cloud environmentsExposure to core banking, payments or financial services infrastructureFamiliarity with gRPC, protobuf or service-to-service communication patternsOpen-source contributions or evidence of self-driven learning in cloud, infra or backend toolingExperience contributing to support process design or automation initiatives Benefits Highly competitive salary and commissionPension 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 holidaysFlexible working hoursCycle-to-work schemeElectric car schemeSeason ticket loanAccess to outstanding learning materials and coursesSports and hobby clubs, subsidised by Thought MachineAll the latest tech you needStart the day properly with fresh fruit and cerealsHuge range of healthy (and not-so-healthy) snacks, smoothies and drinksA talented and experienced team as your colleaguesAn environment where we encourage learning and progressTwo charity days a yearWeekly 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.