{"id":26850,"url":"https://alion.io/job/thought-machine-cloud-support-engineer","title":"Cloud Support Engineer","company":{"id":7206,"name":"Thought Machine","domain":"thoughtmachine.net","url":"https://alion.io/company/thought-machine","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":90,"open_postings":15,"ghost_share":0,"stale_share":0.2,"repost_share":0,"time_to_fill_p50_days":97,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":61000,"max_usd":137000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":611},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Docker","optional":false},{"name":"GCP","optional":false},{"name":"Go","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"Prometheus","optional":false},{"name":"Python","optional":false},{"name":"Terraform","optional":false},{"name":"gRPC","optional":true}],"status":"live","first_seen_at":"2025-12-10T10:03:47Z","employer_posted_date":"2025-12-10","last_verified_at":"2026-10-17T09:08:53Z","board_verified":true,"closed_at":null,"days_open":311,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":310},"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.\nWe 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.\nWe 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.\nAs 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.\nYou 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.\nDuties\nLead the investigation and resolution of high-priority or complex incidents, coordinating with engineering and delivery teams to drive timely solutions\n\nOwn escalations end-to-end, providing technical depth, structure and calm during high-pressure client situations\n\nDevelop and refine tools, dashboards and automation to improve support delivery, observability and onboarding\n\nIdentify recurring issues, propose and lead solutions that improve platform stability, reduce effort and enhance client experience\n\nContribute to internal documentation, playbooks and root cause analysis reports, with a focus on accuracy and knowledge sharing\n\nSupport both hosted and self-managed deployments of Vault, collaborating with client teams on best practice configurations\n\nActively shape the evolution of our support model, platform tooling and processes across regions\n\nEssential\n3+ years of experience in technical support, cloud infrastructure or SRE/DevOps roles, ideally within high-scale, client-facing environments\n\nDeep experience with incident management, root cause analysis and production troubleshooting\n\nStrong Linux systems knowledge, including filesystems, networking and system internals\n\nProgramming skills in Golang and Python and experience with infrastructure tools or observability stacks (e.g. Grafana, Prometheus, EFK)\n\nConfidence in working with cloud-native platforms and tools (e.g. Kubernetes, Terraform, AWS/GCP, Docker)\n\nExcellent communication skills under pressure, being able to influence across client, product and engineering boundaries\n\nDemonstrated ability to lead without authority; especially in escalations, cross-functional collaborations and mentoring\n\nA drive to raise the standard for support and build systems that scale sustainably\n\nDesirable\nExperience deploying or supporting self-managed software in client cloud environments\n\nExposure to core banking, payments or financial services infrastructure\n\nFamiliarity with gRPC, protobuf or service-to-service communication patterns\n\nOpen-source contributions or evidence of self-driven learning in cloud, infra or backend tooling\n\nExperience contributing to support process design or automation initiatives\n\nBenefits\nHighly competitive salary and commission\n\nPension plan (match up to 5%)\n\nLife insurance (3x annual salary)\n\nCompetitive maternity (six months fully paid) and paternity leave (four weeks fully paid)\n\nShared parental leave (matched to our maternity leave for the same point in time)\n\n25 days holiday and bank holidays\n\nFlexible working hours\n\nCycle-to-work scheme\n\nElectric car scheme\n\nSeason ticket loan\n\nAccess to outstanding learning materials and courses\n\nSports and hobby clubs, subsidised by Thought Machine\n\nAll the latest tech you need\n\nStart the day properly with fresh fruit and cereals\n\nHuge range of healthy (and not-so-healthy) snacks, smoothies and drinks\n\nA talented and experienced team as your colleagues\n\nAn environment where we encourage learning and progress\n\nTwo charity days a year\n\nWeekly food pop-up\n\nWe 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.","description_format":"text","description_chars":5600,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Life insurance","Parental leave","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2025-12-10T10:03:47Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-17T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.494,"p_room":0.28,"age_days":310,"expected_fill_days":97,"reasons":["conf:3","velocity","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/thought-machine-cloud-support-engineer","json_url":"https://alion.io/job/thought-machine-cloud-support-engineer.json","meta":{"generated_at":"2026-10-17T11:46:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15480,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7206},"rest":"https://alion.io/mcp/rest/get_company?id=7206"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthought-machine-cloud-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthought-machine-cloud-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthought-machine-cloud-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thought-machine-cloud-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthought-machine-cloud-support-engineer"}]}