General information
Job Title
Cloud Support Engineer
City
New York City
Country
United States
Division
Client Services
Cloud Support Engineer
Thought Machine
Customer Service
New York, NY, USA
Posted on Jul 15, 2025
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 Nyca Partners, Morgan Stanley, JPMorgan Chase Strategic Investments, Temasek, Molten Ventures, Eurazeo, Intesa Sanpaolo, 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 great workplace culture and have been named the best place to work in New York City by Crain’s, for two years in a row. We are also listed in Crain’s 2022 Fast 50 – as one of the fastest-growing businesses in New York City.
Duties
Being part of a multi-region Cloud Support Engineer shift pattern to ensure global 24x7 client coverage.
Understanding, investigating and resolving client technical queries and issues.
Validating core infrastructure, platform and banking layer issues.
Reviewing logs, alerts, traces to spot anomalies and progress investigations.
Analysing internal and client-hosted observability tools.
Owning assigned tickets and ensuring clients are updated on the incidents’ progress, timeframes and resolution plans.
Working with L3 engineering support in line with agreed service levels.
Collaborating with the wider engineering teams, obtaining a deep technical understanding of Vault and associated roadmap.
Provisioning cloud infrastructure from account creation through to production cluster management for our SaaS product.
Performing major and minor product upgrades and releases for our SaaS product.
Assisting clients with installing and configuring the product following best practices.
Working with Engineers and Client Success Managers to conduct root cause analysis on technical issues.
Requirements
Essential
Providing technology support into financial institutions, or enterprise firms.
Ability to explain technical concepts to technical and non-technical stakeholders.
Experience analysing monitoring tools, generated logs and associated dashboards, with the ability to independently spot trends and identify patterns within these items.
Able to create utilities to analyse log dumps.
Desire and ability to learn and work with engineers to resolve issues and evolve the technical aspects of Vault.
Linux experience.
System administration experience.
Understanding the concepts of cloud infrastructure and distributed systems.
Desirable
Hands-on experience with Kubernetes or other container orchestration tools such as OpenShift or Docker Swarm to at least CKAD level.
Hands-on experience with containerised applications and microservices and ability to easily articulate these concepts.
Exposure to CI/CD pipelines such as Jenkins, ArgoCD, etc.
Ability to write in languages such as Python, Go or Java.
Familiarity with CSPs such as AWS or GCP and a good level of exposure to their admin consoles and other facilities.
In client-facing support, integration, implementation engineering or solution architecture roles, in B2B software product companies.
Benefits
- Highly competitive salary
- Healthcare, vision and dental
- 25 days holiday
- Unlimited paid safe and sick time
- 401K matching (up to 7%)
- $750 per year flexible spend benefit
- Share options
- Commuter Pass
- Flexible Spending Account (FSA)
- Life and long-term disability insurance
- 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 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.