Summary

This mid-level cloud support engineer role provides technical support for Thought Machine's hosted SaaS product and self-managed Vault deployments. The role focuses on complex incident resolution, client escalations, cloud infrastructure, observability, and building scalable support tooling and processes across regions.

Responsibilities

• Investigate and resolve high-priority technical incidents
• Own client escalations from triage through resolution
• Develop support tooling, dashboards, and automation
• Identify recurring issues and improve platform stability
• Write playbooks and root cause analysis reports
• Support hosted and self-managed Vault deployments
• Shape global support processes and operating models