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Laurel is an AI Time platform for professional services firms that automates work time capture and connects time data to business outcomes. The company serves major accounting and law firms (EY, Aprio, Crowell & Moring, Frost Brown Todd) and processes 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. Your focus will be ensuring seamless integrations between Laurel and client Practice Management Systems (PMS), ERP platforms, and other business-critical systems.
Key responsibilities include:
CLIENT INTEGRATIONS (30%): Build and customize Boomi processes for client system integration with Laurel. Test deployed processes, validate data integrity, and support clients transitioning between billing systems with zero downtime. Provide urgent support during high-pressure go-live periods and document processes for continuous improvement.
DEVOPS & SYSTEM MONITORING (25%): Monitor integration health across client environments and respond quickly to alerts. Investigate and resolve system alerts to prevent data discrepancies in billing systems (critical <1 hour response time). Manage Boomi Atom monitoring, troubleshoot data flow issues, perform root cause analysis, 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 and collaborate with Engineering teams on code fixes.
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, build relationships with key contacts, and participate in weekly check-in meetings with larger clients.
Required qualifications: 3-5 years of technical experience in integration engineering, DevOps, or technical support. Strong troubleshooting skills across multiple systems. API and database experience (REST APIs, SQL). Experience with iPaaS tools (Boomi, MuleSoft, Zapier). Familiarity with alerting systems and log analysis. Client-facing communication skills and ability to manage pressure during incidents.
