Implementation Engineer
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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 • 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 • 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
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 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 • Understand Laurel's architecture and how data flows from capture to billing system • Shadow Principal Engineers on escalations and begin triaging basic issues independently • Respond to monitoring alerts and understand when to escalate vs. resolve • Become familiar with common client PMS configurations and integration patterns • Independently troubleshoot and resolve Level 2 escalations • Communicate effectively with client technical contacts during incidents • Identify patterns in recurring issues and propose preventative solutions • Deploy Boomi Integration for new customer from start to finish • Own the monitoring and alerting workflow, coordinating rapid responses to critical incidents • Build trusted relationships with key client technical contacts • Proactively identify integration issues before they impact clients • Contribute to process improvements that reduce time-to-resolution or prevent issues entirely • Support your first system migration from start to finish • You'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.
Benefits
• $160K – $185K • Offers Equity • Offers Commission • The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions. At Laurel, we are committed to the well-being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to this position, please consult with your recruiter. • Autofill from resume • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Telephone Number: • or drag and drop here • Where are you located? • Are you legally authorized to work in the United States? • Will you now, or in the future, require sponsorship to gain work authorization in the United States? • Why are you interested in working at Laurel? • Reference Check Policy • I acknowledge that Laurel will conduct business reference checks before extending a formal offer of employment. These checks may include informal references obtained through various sources. • Interview Recording Acknowledgement • I acknowledge that Laurel may select to record this interview session for quality and evaluation purposes. I also acknowledge that I have the right to request that the interview not be recorded, and this request will be honored without any impact on my candidacy. • Diversity Survey • This optional survey helps us evaluate our diversity and inclusion efforts. Participation is voluntary and refusal to submit the survey will not affect your job application. The answers to these questions are not seen on an individualized basis and your submission will only be used to assess our diversity and inclusion efforts. • What is your current age? • I prefer not to answer • What is your gender identity? • Another Gender Identity • Do you identify as transgender? • How do you identify your sexual orientation? Please select all that apply. • Heterosexual / straight • Which ethnicity(ies) do you identify with? Please select all that apply. • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Which of the following communities do you belong to? Please select all that apply. • Person with disability • Refugee or immigrant • None of the above • Submit Application • Laurel may use Artificial Intelligence with this application. Learn more.