Implementation Engineer

Laurel is on a mission to return time. As the leading AI Time platform for professional services firms, we’re transforming how organizations capture, analyze, and optimize their most valuable resource: time. Our proprietary machine learning technology automates work time capture and connects time data to business outcomes, enabling firms to increase profitability, improve client delivery, and make data-driven strategic decisions. We serve many of the world's largest accounting and law firms, including EY, Aprio, Crowell & Moring, and Frost Brown Todd, and process over 1 billion work activities annually that have never been collected and aggregated before Laurel’s AI Time platform. Our team comprises top talent in AI, product development, and engineering—innovative, humble, and forward-thinking professionals committed to redefining productivity in the knowledge economy. We're building solutions that empower workers to deliver twice the value in half the time, giving people more time to be creative and impactful. If you're passionate about transforming how people work and building a lasting company that explores the essence of time itself, we'd love to meet you. We're looking for a technically skilled Implementation Engineer to support our clients' ongoing technical operations and critical system transitions. In this role, you'll work alongside our Principal Partner Engineers to ensure seamless integrations between Laurel and client Practice Management Systems (PMS), ERP platforms, and other business-critical systems, resolve complex technical issues, and guide clients through high-stakes system migrations. A key focus of this role is supporting clients operating within complex ERP environments. Experience working with other enterprise ERP systems is also highly valuable. This is a hybrid role that combines DevOps monitoring, technical troubleshooting, ERP and PMS integrations, and client-facing support. You'll be the escalation point for internal teams when integrations fail, systems go down, or data isn't flowing correctly. You'll investigate issues across Laurel, SAP S/4HANA and other ERP environments, Practice Management Systems, APIs, and related integration layers to identify root causes and coordinate resolutions. While much of your work happens behind the scenes, you'll also interact directly with client technical contacts to diagnose issues, coordinate fixes, support system migrations and ERP transitions, and ensure their billing operations run smoothly.     WHAT YOU'LL DO CLIENT INTEGRATIONS (30%) - Build new and/or customize existing Boomi processes for client system integration with Laurel - Work with client to test deployed Boomi processes including validating data integrity for each integration - Support clients transitioning between billing systems (e.g., switching from one PMS to another) including coordinating migration activities with zero downtime requirements - Provide urgent support during high-pressure go-live periods (may require flexibility for evening/weekend work during critical cutovers) - Document processes and lessons learned for continuous improvement DEVOPS & SYSTEM MONITORING (25%) - Monitor integration health across all client environments, responding quickly to alerts for client centric systems - Investigate and resolve client centric system alerts to prevent data discrepancies in client billing systems (critical <1 hour response) - Manage Boomi Atom monitoring, responding to unexpected shutdowns and flow exceptions - Troubleshoot data flow issues from Laurel through to client PMS systems, identifying breakpoints and implementing fixes - Perform root cause analysis on recurring issues and implement preventative measures - Coordinate rapid system shutdowns during critical incidents to prevent data integrity issues - Optimize integration performance by identifying and refactoring inefficient processes INTERNAL SUPPORT ESCALATION (25%) - Serve as Level 2 technical escalation for sync issues - Support Principal Partner Engineers with complex troubleshooting across multiple client environments - Diagnose issues spanning multiple systems (Laurel, Boomi, client PMS, productivity tools) - Document issue patterns and create knowledge base articles for common scenarios - Collaborate with Engineering teams when issues require code fixes or feature modifications - Maintain internal tools built to facilitate support and troubleshooting CLIENT TECHNICAL SUPPORT (20%) - Communicate directly with client IT/technical contacts during escalations and outages - Explain technical issues and resolutions in clear, non-technical language when needed - Coordinate with client technical teams to resolve integration issues on their end - Build relationships with key client technical contacts for faster issue resolution - Participate in weekly check-in meetings with larger clients to address emerging issues - Provide status updates during incidents, managing client expectations around resolution timelines     WHAT YOU'LL NEED REQUIRED QUALIFICATIONS - 3-5 years of technical experience in integration engineering, DevOps, technical support, or similar role - Strong troubleshooting skills: Ability to trace data flow across multiple systems and identify where things break - API and database experience: Comfortable working with REST APIs, SQL queries, and database concepts - Integration platforms: Experience with iPaaS tools (Boomi, MuleSoft, or Zapier similar) - System monitoring: Familiarity with alerting systems, log analysis, and proactive monitoring - Client-facing communication: Ability to explain technical concepts to non-technical stakeholders and manage expectations during incidents - Pressure management: Calm and methodical when responding to time-sensitive issues affecting client billing operations - Problem-solving mindset: You dig into complex issues until you find the root cause, not just surface symptoms PREFERRED QUALIFICATIONS - Experience with legal tech, professional services software, human capital management services, or time & billing systems (SAP, Workday, Aderant, Elite 3E, Practice Engine, CCH Axcess, Clio, etc.) - Familiarity with authentication protocols (SSO, SAML, OAuth) - Knowledge of Microsoft 365 integrations (Exchange, Outlook, Teams) - Experience supporting SaaS applications in enterprise environments - Previous work in a high-velocity, customer-centric environment - Scripting/automation skills (Python, PowerShell, Javascript, or similar) - Understanding of data validation and reconciliation processes TECHNICAL SKILLS - SAP S/4HANA Technical Integration (BTP, REST APIs, and ERP Architecture) - SQL query writing and database troubleshooting - REST API testing and debugging (Postman, curl, or similar) - Log analysis and pattern recognition - Basic scripting for automation and data manipulation - Understanding of data sync patterns (bi-directional sync, ETL processes) - Ticket/case management systems (Jira, Linear, ServiceNow, or similar) SOFT SKILLS - Clear communicator: Can translate technical issues for both engineers and clients - Urgency-driven: Understands that billing system issues directly impact client revenue - Collaborative: Works well with Principal Engineers, Account Managers, and client teams - Detail-oriented: Small data mismatches can create big billing problems - Adaptable: Comfortable shifting priorities based on urgent escalations - Ownership mentality: Takes responsibility for seeing issues through to resolution     WHY THIS ROLE MATTERS In this position, you're protecting client revenue. When integrations fail, time doesn't get captured. When entries get stuck, billing is delayed. When migrations go wrong, clients lose trust. You'll be the technical safety net that ensures these critical systems work flawlessly. You'll work with a small, highly skilled team where your contributions directly impact customer success. The Implementation team has deep knowledge of how data flows through our entire ecosystem—knowledge you'll develop and leverage to solve problems other teams can't.     WHAT SUCCESS LOOKS LIKE In 30 Days: - Understand Laurel's architecture and how data flows from capture to billing system - Shadow Principal Engineers on escalations and begin triaging basic issues independently - Respond to monitoring alerts and understand when to escalate vs. resolve - Become familiar with common client PMS configurations and integration patterns In 60 Days: - Independently troubleshoot and resolve Level 2 escalations - Communicate effectively with client technical contacts during incidents - Identify patterns in recurring issues and propose preventative solutions - Deploy Boomi Integration for new customer from start to finish In 90 Days: - Own the monitoring and alerting workflow, coordinating rapid responses to critical incidents - Build trusted relationships with key client technical contacts - Proactively identify integration issues before they impact clients - Contribute to process improvements that reduce time-to-resolution or prevent issues entirely - Support your first system migration from start to finish     OUR TEAM You'll join the Implementation team, which owns the complete technical relationship between Laurel and client Practice Management Systems. Despite the name, "Implementation" does far more than just onboard new clients—we handle ongoing feature development, DevOps monitoring, performance optimization, and troubleshooting throughout the entire customer lifecycle. Our team includes Principal Partner Engineers who are experts in complex integrations and system architecture. As an Implementation Engineer, you'll work closely with them, handling the operational and support aspects that allow them to focus on strategic technical work and new implementations. WHY JOIN LAUREL: - To date, we've secured significant funding from renowned venture capitalists (Google Ventures, IVP, Anthos, Upfront Ventures), as well as notable individuals like Marc Benioff, Gokul Rajaram, Kevin Weil, and Alexis Ohanian - A smart, fun, collaborative, and inclusive team - Great employee benefits, including equity and 401K - Bi-annual, in-person company off-sites, in unique locations, to grow and share time with the team - An opportunity to perform at your best while growing, making a meaningful impact on the company's trajectory, and embodying our core values: understanding your "why," dancing in the rain, being your whole self, and sanctifying time We encourage diverse perspectives and rigorous thinkers who aren't afraid to challenge the status quo. Laurel is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are not able to support visa sponsorship or relocation assistance.  If you think you'd be a good fit for this role, we encourage you to apply, even if you don’t perfectly match all the bullet points in the job description. At Laurel, we strive to create an inclusive culture that encourages people from all walks of life to bring their unique, diverse perspectives to work. Every day, we aim to build an environment that empowers us all to do the best work of our careers, and we can't wait to show you what we have to offer!