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. 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. Global Finance Magazine named us one of the world’s most innovative fintechs, and the Financial Times recognised us as one of Europe’s fastest-growing companies in 2023 and 2024.

The Cloud Support Engineers are a global team, operating a 24/7 shift pattern working closely with our Clients, Client Success Managers, Client Delivery Teams and Engineering. Our Cloud Support Engineers perform the crucial task of providing world class support and ongoing maintenance for our clients, operating at a comprehensive technical level to validate and triage technical issues received from clients, perform initial diagnostics and engage our engineering support team to resolve incidents within the agreed service levels.

Cloud Support Engineers will also assist clients during the full lifecycle of the product from cloud infrastructure provisioning, product installation to production rollout and ongoing support, managing client communications 24x7 to proactively engage clients on identified incidents along with responding to client issues and ensuring a speedy resolution.

Duties

• Being part of a multi-region Cloud Support Engineer shift pattern to ensure global 24x7 client coverage

• Understanding, investigating and resolving client technical queries and issues

• Validating core infrastructure, platform and banking layer issues

• Reviewing logs, alerts, traces to spot anomalies and progress investigations

• Analysing internal and client-hosted observability tools

• Owning assigned tickets and ensuring clients are updated on the incidents’ progress, timeframes and resolution plans

• Working with L3 engineering support in line with agreed service levels

• Collaborating with the wider engineering teams, obtaining a deep technical understanding of Vault and associated roadmap

• Provisioning cloud infrastructure from account creation through to production cluster management for our SaaS product

• Performing major and minor product upgrades and releases for our SaaS product

• Assisting clients with installing and configuring the product following best practices

• Working with Engineers and Client Success Managers to conduct root cause analysis on technical issues

Essential

• Providing technology support into financial institutions, or enterprise firms

• Ability to explain technical concepts to technical and non-technical stakeholders

• Experience analysing monitoring tools, generated logs and associated dashboards, with the ability to independently spot trends and identify patterns within these items

• Able to create utilities to analyse log dumps

• Desire and ability to learn and work with engineers to resolve issues and evolve the technical aspects of Vault

• Linux experience

• System administration experience

• Understanding the concepts of cloud infrastructure and distributed systems

Desirable

• Hands-on experience with Kubernetes or other container orchestration tools such as OpenShift or Docker Swarm to at least CKAD level

• Hands-on experience with containerised applications and microservices and ability to easily articulate these concepts

• Exposure to CI/CD pipelines such as Jenkins, ArgoCD etc.

• Ability to write in languages such as Python, Go or Java

• Familiarity with CSPs such as AWS or GCP and a good level of exposure to their admin consoles and other facilities

• In client-facing support, integration, implementation engineering or solution architecture roles, in B2B software product companies

Benefits

• Highly competitive salary

• Bonus incentive

• Healthcare

• 25 days holiday and public holidays

• Competitive maternity and paternity leave

• $1,500 SGD per year flexible spend benefit

• All the latest tech you need

• A talented and experienced team as your colleagues

• An environment where we encourage learning and progress

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.