Implementation Engineer

Laurel is an AI Time platform for professional services firms that automates work time capture and connects time data to business outcomes. The Implementation Engineer will support clients' ongoing technical operations and system transitions, ensure seamless integrations between Laurel and client Practice Management Systems (PMS) and ERP platforms, resolve complex technical issues, and guide clients through system migrations. The role combines DevOps monitoring, technical troubleshooting, ERP and PMS integrations, and client-facing support, and serves as the escalation point for internal teams when integrations fail or data isn't flowing correctly.

Responsibilities

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 including coordinating migration activities with zero downtime requirements; Provide urgent support during high-pressure go-live periods; Document processes and lessons learned for continuous improvement; 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; 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; 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; Document issue patterns and create knowledge base articles; Collaborate with Engineering teams when issues require code fixes or feature modifications; Maintain internal tools built to facilitate support and troubleshooting; Communicate directly with client IT/technical contacts during escalations and outages; Explain technical issues and resolutions in clear, non-technical language; Coordinate with client technical teams to resolve integration issues on their end; Build relationships with key client technical contacts; Participate in weekly check-in meetings with larger clients; Provide status updates during incidents

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 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

Nice to have

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; 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)

Benefits

Equity; 401K; Great employee benefits; Bi-annual, in-person company off-sites in unique locations; Smart, fun, collaborative, and inclusive team