Cloud Support Engineer: Vault & Platform Reliability

Thought Machine; City Of London; Sur place; GBP 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Pension plan

Life insurance

Flexible working hours

Cycle-to-work scheme

Electric car scheme

Season ticket loan

Résumé du poste

Thought Machine is seeking a Cloud Support Engineer to own and elevate global support for our cloud-native Vault deployments and hosted SaaS product. You will partner with Engineering and Product to drive improvements, tooling and processes, while handling the most complex incidents with technical depth.

In this highly visible role, you’ll shape the support model across regions, mentor teams, and deliver scalable solutions that enhance platform reliability and client outcomes in a fast-growing

Qualifications

• 3+ years in technical support, cloud infra or SRE/DevOps in client-facing environments.
• Proven incident management and RCA capabilities.
• Strong Linux systems knowledge and internals.
• Proficient in Golang and Python.
• Experience with Kubernetes, Terraform and cloud providers (AWS/GCP).
• Excellent communication under pressure; able to influence across teams.
• Proven ability to lead without authority in escalations.
• Drive to improve support systems at scale.

Responsabilités

• Lead investigation and resolution of high-priority incidents with cross-team coordination.
• Own escalations end-to-end with technical depth and calm under pressure.
• Develop tools, dashboards and automation to improve support and observability.
• Identify recurring issues and lead solutions to improve stability and client experience.
• Contribute to internal docs, playbooks and RCA reports.
• Support both hosted and self-managed Vault deployments with client teams.
• Shape evolution of support model, tooling and processes across regions.

Connaissances

Incident management

Root cause analysis

Production troubleshooting

Linux

Golang

Python

Kubernetes

Terraform

AWS/GCP

Docker

Communication under pressure

Leadership without authority

Continuous improvement

Outils

Grafana

Prometheus

EFK

gRPC

protobuf

Description du poste

Thought Machine is seeking a Cloud Support Engineer to own and elevate global support for our cloud-native Vault deployments and hosted SaaS product. You will partner with Engineering and Product to drive improvements, tooling and processes, while handling the most complex incidents with technical depth.

In this highly visible role, you’ll shape the support model across regions, mentor teams, and deliver scalable solutions that enhance platform reliability and client outcomes in a fast-growing