We9re looking for a technically skilled Implementation Engineer to support our clients9 ongoing technical operations and critical system transitions. In this role, you9ll work alongside our Principal Partner Engineers to ensure seamless integrations between Laurel and client Practice Management Systems (PMS), ERP platforms, and other business-critical systems, resolve complex technical issues, and guide clients through high-stakes system migrations.

A key focus of this role is supporting clients operating within complex ERP environments. Experience working with other enterprise ERP systems is also highly valuable.

This is a hybrid role that combines DevOps monitoring, technical troubleshooting, ERP and PMS integrations, and client-facing support. You9ll be the escalation point for internal teams when integrations fail, systems go down, or data isn9t flowing correctly. You9ll investigate issues across Laurel, SAP S/4HANA and other ERP environments, Practice Management Systems, APIs, and related integration layers to identify root causes and coordinate resolutions.

While much of your work happens behind the scenes, you9ll also interact directly with client technical contacts to diagnose issues, coordinate fixes, support system migrations and ERP transitions, and ensure their billing operations run smoothly.

What You9ll Do
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
• 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

What You9ll Need
Required Qualifications

• 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

Preferred Qualifications

• 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

Technical Skills

• 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)

Soft Skills

• 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

Why This Role Matters

In this position, you9re protecting client revenue. When integrations fail, time doesn9t get captured. When entries get stuck, billing is delayed. When migrations go wrong, clients lose trust. You9ll be the technical safety net that ensures these critical systems work flawlessly.

You9ll 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 you9ll develop and leverage to solve problems other teams can9t.

What Success Looks Like

In 30 Days:

• Understand Laurel9s 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

In 60 Days:

• 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

In 90 Days:

• 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

Our Team

You9ll join the Implementation team, which owns the complete technical relationship between Laurel and client Practice Management Systems. Despite the name, 4Implementation4 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, you9ll work closely with them, handling the operational and support aspects that allow them to focus on strategic technical work and new implementations.