Implementation Engineer

Laurel

4d•Hybrid

About The Position

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), resolve complex technical issues, and guide clients through high-stakes system migrations. This is a hybrid role that combines DevOps monitoring, technical troubleshooting, 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. While much of your work happens behind the scenes, you'll also interact directly with client technical contacts to diagnose issues, coordinate fixes, and ensure their billing operations run smoothly.

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
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)
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

Nice To Haves

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

Responsibilities

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

Benefits

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

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