Implementation Engineer

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

In 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.

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.

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

We 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!