Job Title: Implementation Engineer

Company Name: Laurel

Job Details: Hiring,Remotely,in,US,Remote,160K-185K,Annually,Mid,level

Job Url: https://builtin.com/job/implementation-engineer/8313414

Job Description: 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.Implementation EngineerAbout the RoleWe'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.What You'll DoClient Integrations (30%)Build new and/or customize existing Boomi processes for client system integration with LaurelWork with client to test deployed Boomi processes including validating data integrity for each integrationSupport clients transitioning between billing systems (e.g., switching from one PMS to another) including coordinating migration activities with zero downtime requirementsProvide 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 improvementDevOps & System Monitoring (25%)Monitor integration health across all client environments, responding quickly to alerts for client centric systemsInvestigate 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 exceptionsTroubleshoot data flow issues from Laurel through to client PMS systems, identifying breakpoints and implementing fixesPerform root cause analysis on recurring issues and implement preventative measuresCoordinate rapid system shutdowns during critical incidents to prevent data integrity issuesOptimize integration performance by identifying and refactoring inefficient processesInternal Support Escalation (25%)Serve as Level 2 technical escalation for sync issuesSupport Principal Partner Engineers with complex troubleshooting across multiple client environmentsDiagnose issues spanning multiple systems (Laurel, Boomi, client PMS, productivity tools)Document issue patterns and create knowledge base articles for common scenariosCollaborate with Engineering teams when issues require code fixes or feature modificationsMaintain internal tools built to facilitate support and troubleshootingClient Technical Support (20%)Communicate directly with client IT/technical contacts during escalations and outagesExplain technical issues and resolutions in clear, non-technical language when neededCoordinate with client technical teams to resolve integration issues on their endBuild relationships with key client technical contacts for faster issue resolutionParticipate in weekly check-in meetings with larger clients to address emerging issuesProvide status updates during incidents, managing client expectations around resolution timelinesWhat You'll NeedRequired Qualifications3-5 years of technical experience in integration engineering, DevOps, technical support, or similar roleStrong troubleshooting skills: Ability to trace data flow across multiple systems and identify where things breakAPI and database experience: Comfortable working with REST APIs, SQL queries, and database conceptsIntegration platforms: Experience with iPaaS tools (Boomi, MuleSoft, or Zapier similar)System monitoring: Familiarity with alerting systems, log analysis, and proactive monitoringClient-facing communication: Ability to explain technical concepts to non-technical stakeholders and manage expectations during incidentsPressure management: Calm and methodical when responding to time-sensitive issues affecting client billing operationsProblem-solving mindset: You dig into complex issues until you find the root cause, not just surface symptomsPreferred QualificationsExperience 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 environmentsPrevious work in a high-velocity, customer-centric environmentScripting/automation skills (Python, PowerShell, Javascript, or similar)Understanding of data validation and reconciliation processesTechnical SkillsSQL query writing and database troubleshootingREST API testing and debugging (Postman, curl, or similar)Log analysis and pattern recognitionBasic scripting for automation and data manipulationUnderstanding of data sync patterns (bi-directional sync, ETL processes)Ticket/case management systems (Jira, Linear, ServiceNow, or similar)Soft SkillsClear communicator: Can translate technical issues for both engineers and clientsUrgency-driven: Understands that billing system issues directly impact client revenueCollaborative: Works well with Principal Engineers, Account Managers, and client teamsDetail-oriented: Small data mismatches can create big billing problemsAdaptable: Comfortable shifting priorities based on urgent escalationsOwnership mentality: Takes responsibility for seeing issues through to resolutionWhy This Role MattersIn 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 LikeIn 30 Days:Understand Laurel's architecture and how data flows from capture to billing systemShadow Principal Engineers on escalations and begin triaging basic issues independentlyRespond to monitoring alerts and understand when to escalate vs. resolveBecome familiar with common client PMS configurations and integration patternsIn 60 Days:Independently troubleshoot and resolve Level 2 escalationsCommunicate effectively with client technical contacts during incidentsIdentify patterns in recurring issues and propose preventative solutionsDeploy Boomi Integration for new customer from start to finishIn 90 Days:Own the monitoring and alerting workflow, coordinating rapid responses to critical incidentsBuild trusted relationships with key client technical contactsProactively identify integration issues before they impact clientsContribute to process improvements that reduce time-to-resolution or prevent issues entirelySupport your first system migration from start to finishOur TeamYou'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 OhanianA smart, fun, collaborative, and inclusive teamGreat employee benefits, including equity and 401KBi-annual, in-person company off-sites, in unique locations, to grow and share time with the teamAn 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 timeWe 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!