Implementation Engineer (S/4HANA)

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.

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. SAP S/4HANA Technical Integration (BTP, REST APIs, and ERP Architecture) is a must have.

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.

• 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

• 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

• 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

• 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

• 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)

• SAP S/4HANA Technical Integration (BTP, REST APIs, and ERP Architecture)

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  Understand Laurel's architecture and how data flows from capture to billing system

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  Shadow Principal Engineers on escalations and begin triaging basic issues independently

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  Respond to monitoring alerts and understand when to escalate vs. resolve

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  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.