Cloud Support Engineer

3 days ago

Singapore Thought Machine Full time

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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.

General information
Job Title
Cloud Support Engineer
City
Singapore
Country
Singapore
Division
Client Services
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.
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. 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

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