Laurel

• Work directly with customers and Laureates to understand operational workflows, constraints, and technical environments • Design and implement production-grade solutions across backend services, orchestration layers, integrations, and internal tooling • Write high-quality code across the stack — typically TypeScript, APIs, data pipelines, and cloud infrastructure • Own deployments end-to-end: discovery, architecture, implementation, testing, rollout, monitoring, and iteration • Debug complex issues across customer systems, infrastructure, authentication, APIs, and data pipelines • Collaborate closely with Product and Core Engineering to turn field learnings into reusable platform capabilities • Rapidly prototype new functionality while maintaining strong engineering judgment around scalability and maintainability • Translate ambiguous customer needs into clear technical plans and execution paths • Help customers operationalize AI safely and effectively in real production environments • Help accelerate the implementation team’s efforts to reduce time to impact for customers.

• Oversee day-to-day management, reliability, and performance of corporate IT systems and endpoints • Manage and scale cloud-first IT infrastructure (identity, device management, collaboration tools) • Own lifecycle management of employee hardware, software, and access • Support and manage internal AI tooling and infrastructure used across the company • Partner with Engineering and Security to ensure responsible, secure, and scalable use of AI systems • Evaluate and implement AI-driven tools to improve internal productivity and automation • Own SaaS application ecosystem (e.g., Microsoft 365, Slack, Zoom, etc.) • Design and automate onboarding/offboarding workflows, including provisioning and deprovisioning access • Ensure proper access controls, least-privilege principles, and audit readiness across systems • Maintain integrations between identity providers (Entra ID/Okta) and downstream applications • Manage and maintain office IT infrastructure, including networking, Wi-Fi, conferencing systems, and physical IT environments • Ensure secure and reliable connectivity for both in-office and hybrid employees • Drive and support security and compliance initiatives (e.g., DPO, TIA, SOC 2 readiness) • Build and maintain clear documentation and scalable IT support processes

• 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 • 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 • Build relationships with key client technical contacts for faster issue resolution

• Lead end-to-end onboarding and implementation projects from signed contract through go-live and CSM handoff. • Orchestrate deployment of the Laurel tenant and Boomi Atom in coordination with implementation engineers. • Guide customers through technical integration setup for Microsoft Office, Email, Phone, Video Conferencing, and SSO. • Run kickoff calls and host ongoing office hours for end users and finance teams throughout the implementation lifecycle. • Triage issues in real time — escalating to engineering or leadership appropriately while maintaining customer confidence. • Coordinate with CSMs on adoption strategies and active user growth as customers move through and beyond go-live. • Maintain clear project plans, timelines, and milestone tracking across multiple concurrent accounts using tools like Asana and Microsoft Planner. • Translate technical concepts — integration architecture, XPATH-based mapping, API behaviors — into clear language for stakeholders at all levels. • Apply agentic AI tools and technology-enabled workflows to scale your own effectiveness and bring creative efficiency to implementation challenges.

• Becoming an expert on the Laurel product. • Responding to and resolving inbound customer support inquiries in a timely, professional, and authoritative manner during core US business hours (9am–6pm ET). • Doing first-line technical troubleshooting and problem-solving to resolve customer issues. • Thoroughly documenting technical problems that users are encountering, and escalating them internally as needed. • Educating customers about our product. • Independently staying up-to-date on product changes. • Thoroughly understanding customers’ needs and preferences, and articulating these internally on an as-needed basis. • Owning strategic projects in Customer Support, including Help Center articles, internal documentation, and support operations initiatives. • Identifying patterns across customer conversations and proactively surfacing improvements to documentation, processes, or the product. • Collaborating cross-functionally with Customer Success, Product, and Engineering to drive resolution of recurring customer issues.

• Design for enterprise professional services firms: Translate complexity into simplicity, designing for legal, accounting, consulting, and other professional domains with edge cases, long-tail workflows, and advanced configuration needs. • Lead end-to-end design: From early research to polished UI, own the process—synthesizing needs, creating flows/wireframes, prototyping, validating with users, and supporting implementation. • Bring clarity to communication: Ground design decisions in user research, design principles, and iteration; clearly and effectively communicate your rationale to stakeholders. • Collaborate on AI experiences: Work with our AI team to design smart, intuitive interactions that help users feel in control, even without prior AI product experience. • Build trust across the team: Foster strong relationships, bring energy to ambiguous moments, and treat every cross-functional conversation as a design opportunity.

• Support clients' ongoing technical operations and critical system transitions • Ensure seamless integrations between Laurel and client Practice Management Systems (PMS) • Resolve complex technical issues • Guide clients through high-stakes system migrations • Monitor integration health across all client environments • Perform root cause analysis on recurring issues • Build trusted relationships with key client technical contacts

• As a Senior Data Scientist, Product Analytics, you will build the analytics foundation enabling fast, confident, and measurable decisions. • Own the full product analytics lifecycle: defining product success metrics, shaping instrumentation strategies, building canonical datasets, etc. • Partner closely with Product and Engineering to embed analytics into every release. • Define the questions, build frameworks to answer them at scale, and help operationalize Product Analytics as a core capability.