Cloud Support Engineer

Requirements

• 3+ 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

Nice to Haves

• 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

What You'll Be Doing

• 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
• 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
• Actively shape the evolution of our support model, platform tooling and processes across regions

Perks and 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