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Laurel is an AI-powered time platform serving major professional services firms (EY, Aprio, Crowell & Moring, Frost Brown Todd). The company's machine learning technology automates work time capture and connects time data to business outcomes, processing over 1 billion work activities annually.
As an Implementation Engineer, you'll support clients' technical operations and critical system transitions, working alongside Principal Partner Engineers. You'll 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.
Key responsibilities span four areas:
**Client Integrations (30%):** Build and customize Boomi integration processes for client system integration with Laurel. Test deployed processes, validate data integrity, and support clients transitioning between billing systems with zero downtime requirements. Provide urgent support during high-pressure go-live periods (may require evening/weekend flexibility). Document processes and lessons learned.
**DevOps & System Monitoring (25%):** Monitor integration health across all client environments and respond quickly to alerts. Investigate and resolve client system alerts to prevent billing data discrepancies (critical <1 hour response time). Manage Boomi Atom monitoring, troubleshoot data flow issues, perform root cause analysis on recurring issues, and optimize integration performance.
**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 Laurel, Boomi, client PMS, and productivity tools. Document issue patterns, create knowledge base articles, and collaborate with Engineering teams when code fixes are needed.
**Client Technical Support (20%):** Communicate directly with client IT/technical contacts during escalations and outages. Explain technical issues in clear language, coordinate with client teams to resolve integration issues, build relationships with key technical contacts, participate in weekly check-in meetings with larger clients, and provide status updates during incidents.
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 integration layers to identify root causes and coordinate resolutions. This hybrid role combines DevOps monitoring, technical troubleshooting, ERP and PMS integrations, and client-facing support.
**Requirements:**
- 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 breakpoints
- API and database experience: comfortable with REST APIs, SQL queries, and database concepts
- Integration platforms: experience with iPaaS tools (Boomi, MuleSoft, Zapier, or 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: dig into complex issues until finding root causes
**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 high-velocity, customer-centric environments
- 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, 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 who can translate technical issues for engineers and clients
- Urgency-driven: understands billing system issues directly impact client revenue
- Collaborative: works well with Principal Engineers, Account Managers, and client teams
- Detail-oriented: recognizes 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
