Laurel

• 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.

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. About the role: The Sr. Customer Support Associate will play a critical role in supporting Laurel’s growing user base during peak US business hours. This person will deliver a superior experience to our customers by helping them work through technical issues, learn how to use our product, and escalate their feedback to our internal team. Beyond the queue, this person will contribute to strategic initiatives that improve the overall support experience — from documentation and process improvements to AI agent optimization. We’re looking for someone who takes ownership, follows through, and is always looking for ways to make things better for customers and teammates alike. What you will do: - 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). This includes: - 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. You will be a great fit if you have: - Are able to work 9am–6pm Eastern Time. - Are based in the United States, preferably on the East Coast. - Have 3+ years of experience providing customer support in a SaaS or software environment. - Have superior written communication skills – you are an excellent “explainer.” - Have superior problem-solving skills and can think systematically about how software works. - Have a proven track record of driving high customer satisfaction and following through on issues until they’re fully resolved. - Have a proven track record of working efficiently and setting appropriate priorities independently in a high-volume environment. - Have demonstrated success driving results outside of the queue – you write excellent documentation, have experience improving support operations, and take initiative on projects that raise the bar for the team. - Have a proven track record of building strong working relationships with colleagues in a remote, distributed environment. - Are comfortable in a low-context, fast-moving environment. - Are a self-starter who requires minimal supervision. Flexibility and Logistics Location: This is a remote role. You must be based in the United States, with a strong preference for the East Coast. Work times: This team member will work 9am–6pm Eastern Time. These hours correspond to the peak of our ticket volume and are not flexible. This team member may be asked to work some holidays on a rotating basis. Why join Laurel: - 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!

• 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.

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. About the Role We are looking for a highly experienced Software Engineer to join our team. You’ll have a direct impact on engineering practices throughout the stack (front/back) and are expected to raise the bar for the engineers around you. As a Software Engineer, you will work on a charter to solve high-level business challenges with a collaborative, cross - functional team.  Your curiosity will serve you well in asking the right questions to understand the customer problems we're solving.  Your ability to learn quickly, write, and design quality software will serve you well in delivering value to our customers incrementally.  Ownership comes from the ground up, we empower our teams to understand and make an impact on the business. AI will fundamentally change the nature of work and how we think about work. As a Software Engineer at Laurel, you’ll have the capacity to understand and impact the experiences of our customers, standing at the forefront of the mission to return time to our customers. Laurel is at a pivot point. We've built a product that people like, and have a direction that people love, but it hasn't been done yet. What you will do: Architect and Develop: Design, build, and maintain efficient, reusable, and extremely reliable code across both frontend and backend components of our applications Work closely with cross-functional teams, including product managers, designers, and other engineers, to gather requirements, define technical specifications and measures of success, and deliver high-quality software solutions 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!

• 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.