Cloud Engineer

Role Summary

The Infrastructure Performance Consultant provides specialized consultancy services to InterAction customers to diagnose, troubleshoot, and resolve performance issues that may be related to customer-managed infrastructure.

This role operates at the intersection of Product, Support, Professional Services, and Customer IT teams, helping clients:

• Assessment and advisory against established LN architecture standards
• Identification of infrastructure deviations impacting performance

· Collaboration with internal teams for tailored client recommendations

• Implement preventative infrastructure best practices
• Improve system reliability, scalability, and adoption

Initially established as a part-time role, this position will validate demand, define service offerings, and contribute to the creation of a full-time Professional Services consultancy function focused on infrastructure performance optimization.

This role is critical to driving customer value realization, protecting product reputation, and enabling long-term adoption of InterAction.

Key Responsibilities

1. Reactive Performance Troubleshooting (Consultative)

• Engage directly with customers experiencing InterAction performance issues.
• Conduct structured performance diagnostics across:
• Application servers
• Databases
• Network configuration
• Authentication layers
• Reverse proxies
• WAFs
• API gateways
• Load balancers
• Partner with Support to:
• Analyze logs and telemetry
• Identify infrastructure bottlenecks
• Differentiate product defects from environmental issues
• Deliver clear root cause analysis reports.
• Recommend configuration and architectural changes to improve performance.

2. Infrastructure & Architecture Advisory

• Provide expert guidance on how InterAction should be deployed within:
• Azure and hybrid environments
• Reverse proxy environments
• WAF-protected environments
• High-availability configurations
• Advise customers on:
• Capacity planning
• Scaling strategies
• Authentication architecture
• API routing and wildcard configuration
• Network latency considerations
• Recommend optimization strategies aligned with LexisNexis support boundaries.

3. Proactive Consultancy Services Development

• Identify recurring infrastructure-related performance patterns.
• Develop proactive consultancy offerings such as:
• Infrastructure Health Checks
• Pre-Go-Live Architecture Reviews
• Performance Optimization Assessments
• Infrastructure Readiness Reviews
• Create standardized assessment frameworks.
• Define service deliverables and engagement models.
• Help shape the future full-time Professional Services consultancy function.

4. Cross-Functional Collaboration

Work closely with:

• Professional Services Consultants
• Project Managers
• Product Engineering
• Technical Support
• Customer Success

To ensure:

• Smooth handoff between reactive support and consulting engagements
• Early risk identification during implementations
• Alignment between product design and real-world deployment patterns

5. Documentation & Knowledge Enablement

• Develop infrastructure performance best-practice guides.
• Create troubleshooting playbooks for Support.
• Document validated configuration patterns.
• Feed recurring findings back to Product for roadmap consideration.
• Contribute to internal training on infrastructure-related performance risks.

6. Strategic Impact & Customer Value

• Improve time-to-resolution for complex performance issues.
• Increase customer confidence in InterAction deployments.
• Reduce escalations misclassified as product defects.
• Strengthen adoption by ensuring stable and scalable deployments.
• Protect brand reputation through high-quality technical advisory.

Required Experience & Qualifications

Technical Expertise

• Strong experience with:
• Microsoft Azure (IaaS, PaaS)
• Reverse proxies and authentication flows
• WAF configuration impacts
• Load balancing concepts
• Networking fundamentals (DNS, CIDR, routing, TLS)
• IIS / Web servers
• SQL Server performance fundamentals
• Experience diagnosing performance issues across:
• Application layer
• Infrastructure layer
• Network layer

Professional Experience

• 7+ years in one or more of:
• Infrastructure Architecture
• Enterprise Systems Engineering
• Performance Engineering
• Technical Consulting
• Escalation Support (L3/L4)
• Experience working with enterprise IT departments.
• Experience delivering root cause analysis to customers.

Soft Skills & Consulting Capability

• Strong analytical and structured troubleshooting skills.
• Ability to communicate complex infrastructure issues clearly to both technical and non-technical stakeholders.
• Confident but diplomatic boundary-setting.
• Strong written documentation and reporting capability.
• Ability to translate technical remediation into business value impact.

Success Metrics

• Reduction in infrastructure-related performance escalations.
• Improved customer satisfaction for complex performance cases.
• Increased successful product adoption post-engagement.
• Reduction in engineering time spent on non-product issues.
• Development of at least 2–3 standardized proactive consultancy offerings.
• Successful business case creation for a full-time Professional Services role.

Initial Scope (Part-Time Phase)

During the initial part-time engagement, the role will:

• Handle high-priority performance escalations.
• Identify repeatable infrastructure failure patterns.
• Develop assessment templates.
• Quantify demand for infrastructure performance consulting.
• Build a structured proposal for a full-time consultancy role within Professional Services.

Future Full-Time Role Expansion

The full-time role would:

• Sit within Professional Services.
• Deliver structured billable consultancy engagements.
• Provide global infrastructure performance advisory.
• Develop packaged offerings (Health Checks, Architecture Reviews, Optimization Assessments).
• Serve as the subject matter expert for infrastructure-related performance matters.

Why This Role Is Critical

InterAction customers increasingly deploy the product within complex enterprise infrastructure environments. Performance issues are often rooted in:

• Misconfigured infrastructure
• Inadequate scaling
• Improper API routing
• Over-restrictive WAF rules
• Load balancing inconsistencies
• Authentication bottlenecks

Without a dedicated infrastructure performance consultancy capability:

• Product reputation is impacted.
• Support absorbs misdirected escalations.
• Engineering time is consumed unnecessarily.
• Customer adoption slows.

This role directly protects customer value realization and accelerates sustainable product