Job Title

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.OverviewAs 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 doLead 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 experienceProvide mentoring, training, and technical oversight for IC1 and IC2 engineersContribute 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 configurationsOwn and maintain Enterprise relationships from a technical perspectiveActively shape the evolution of our support model, platform tooling, and processes across regionsRequirementsWhat we are looking for5+ years 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)Confident working with cloud-native platforms and tools - e.g. Kubernetes, Terraform, AWS/GCP, DockerExcellent communicator under pressure - 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 sustainablyNice to haveExperience 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 initiativesBenefitsHighly competitive salaryPension 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 hoursCycle-to-work scheme Electric car schemeSeason ticket loan Access to outstanding learning materials and coursesSports and hobby clubs, subsidised by Thought Machine All the latest tech you needStart the day properly with fresh fruit and cereals Huge 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 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.