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 and built core and payments technology which runs 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 500 individuals across offices in London, New York, Singapore, Sydney and Melbourne. 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, Standard Chartered, 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. We've been named in the IDC list of top 100 fintechs, CB Insights' top 250 fintech companies in the world, and achieved global awards for our workplace culture and client work.

We are seeking a Cloud Support Engineer to join our global team, providing 24x7 support for our innovative banking product. As a Cloud Support Engineer, you will be responsible for creating great customer support experiences.
You will be triaging, validating and resolving infrastructure, platform, and banking layer issues, managing tickets, and assisting clients with installing and configuring our product. You will work closely with engineering to gain a deep understanding of our product and associated roadmap, as well as collaborate with Client Success Managers and across the organisation to conduct root cause analysis on technical issues.

DUTIES

• Being part of a multi-region on-call Cloud Support Engineering team to ensure global 24x7 ('follow the sun') client coverage.
• Validate and resolve infrastructure, platform, and banking layer issues in line with agreed service levels
• Provision cloud infrastructure from account creation through to production cluster management
• Perform major and minor product upgrades and deploying releases
• Manage tickets to ensure clients are updated on progress, timeframes, and resolution plans
• Assist clients with installing and configuring the product following best practices
• Analyse internal and client observability tools providing proactive alerting and associated dashboards
• Technically review logs and conduct initial diagnosis of issues
• Collaborate with engineering to gain a deep technical understanding of our product and associated roadmap
• Understand, investigate and resolve client technical queries
• Work with Client Success Managers to conduct root cause analysis on technical issues
• Influence and drive positive change across the organisation

Requirements

Essential

• 5-10 years of experience in client-facing support, integration, implementation engineering or solution architecture roles, in B2B software product companies
• Excellent Incident Management Skills - Triage, Ownership of incident, Clear communication, multi-tasking, etc.
• Ability to explain technical concepts to technical and non-technical stakeholders and comfortable speaking to customers.
• Desire and ability to learn and work with engineers to resolve issues and evolve the technical aspects of our product. Mentor less experienced team members.
• Experience analysing monitoring tools, generated logs, and associated dashboards using EFK (Elasticsearch, Fluentd, Kibana), Prometheus
• Linux and system administration experience
• Cloud infrastructure knowledge (AWS, GCP or Azure)
• Experience with Kubernetes, Docker, Go, Python, Grafana, AWS, Google Cloud, or other cloud technologies
• Strong communication and collaboration skills, with the ability to work effectively in a team environment
• Experience working in a fast-paced software development environment
• Tooling and automation scripting experience in Python, Go, Javascript
• Data analysis and metrics reporting for incident metrics

Desirable:

• Cloud Certifications (GCP/Azure/AWS - Network or Architect)
• Kubernetes Certification (KCNA or above)
• Configuration management experience with Terraform, Ansible & CloudFormation

If you are passionate about cloud technologies and providing excellent support to clients, we encourage you to submit your resume and cover letter for consideration. We look forward to hearing from you!

Benefits

• Highly competitive salary
• Bonus incentive
• Healthcare
• 25 days holiday and public holidays
• $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

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 for cultural growth. We welcome people of all ages, backgrounds and value people who take a journey unique to them. We provide everyone with equal access to professional development. You are encouraged to apply even if your experience doesn't precisely match the job description.