General information
Job Title
Cloud Support Engineer
City
Singapore
Country
Singapore
Division
Client Services
Cloud Support Engineer
Thought Machine
Customer Service
Singapore
Posted on Jan 20, 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 Temasek, Standard Chartered Ventures, Molten Ventures, Eurazeo, Intesa Sanpaolo, Nyca Partners, JPMorgan Chase Strategic Investments, 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, and the Singapore HR Awards awarded us Gold and Silver for our workplace culture and employee experience.
The Cloud Support Engineers are a global team, operating a 24/7 shift pattern working closely with our Clients, Client Success Managers, Client Delivery Teams and Engineering. Our Cloud Support Engineers perform the crucial task of providing world class support and ongoing maintenance for our clients.
Operating at a comprehensive technical level to validate and triage technical issues received from clients, perform initial diagnostics and engage our engineering support team to resolve incidents within the agreed service levels.
Cloud Support Engineers will also assist clients during the full lifecycle of the product from cloud infrastructure provisioning, product installation to production rollout and ongoing support. Our Cloud Support Engineer team build, run and own the Thought Machine hosted SaaS product.
Cloud Support Engineers will manage client communications 24x7 to proactively engage clients on identified incidents along with responding to client issues and ensuring a speedy resolution.
Duties
Being part of a multi-region Cloud Support Engineer shift pattern to ensure global 24x7 client coverage.
Validating core infrastructure, platform and banking layer issues.
Progressing incidents with engineering in line with agreed service levels.
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.
Managing tickets to ensure clients are updated on progress, timeframes and resolution plans.
Assisting clients with installing and configuring the product following best practises.
Analysing internal and client observability tools providing proactive alerting and associated dashboards.
Technically review provided logs and initial diagnosis of issues.
Collaborating with engineering, obtaining a deep technical understanding of Vault and associated roadmap.
Understanding, investigating and resolving client technical queries.
Working with Service 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.
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.
Desirable
- Experience writing software with the following tech stack: Kubernetes, Docker, Go, Python, EFK (Elasticsearch, Fluentd, Kibana), Prometheus, Grafana, AWS, Google Cloud and or other Cloud Technologies.
- Experience in working in a fast-paced software development environment.
- In client-facing support, integration, implementation engineering or solution architecture roles, in B2B software product companies.
Benefits
- Highly competitive salary
- Bonus incentive
- Healthcare
- 25 days holiday and public holidays
- Competitive maternity and paternity leave
- $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 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.