Senior Cloud Support Engineer - London, United Kingdom of Great Britain and Northern Ireland - 388 - Company

General information

Job Title

Senior Cloud Support Engineer

City

London

Country

United Kingdom of Great Britain and Northern Ireland

Division

Client Services

Description

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 enabling our team to produce the best work in the industry, 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 most generous employee share package in the industry. 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.

Overview

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

What we are looking for

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.

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