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Provides remote customer support for a SaaS product through email, messaging, Zoom calls, and screenshares. Resolves common product and configuration issues, documents and escalates complex problems, educates customers, and maintains communication through resolution. Contributes to help-center content, internal documentation, and support process improvements while identifying recurring issues and communicating customer needs to Product, Engineering, and Customer Success teams.

Designs, builds, and deploys AI-powered productivity systems for engineering teams. Responsibilities include developing CI/CD pipelines, integrating platforms and enterprise systems, evaluating emerging AI and infrastructure tools, improving developer workflows, collecting telemetry and feedback, driving adoption, and partnering with engineering leadership. The role requires strong platform, infrastructure, DevOps, cloud, Linux, and systems engineering expertise, plus hands-on experience with Kubernetes, AWS, Terraform, Go, TypeScript, and on-call operations.

Supports client integrations, DevOps monitoring, ERP and practice management system transitions, and technical escalations. Builds and customizes Boomi processes, validates data flows, monitors integration health, investigates alerts, performs root-cause analysis, and resolves synchronization issues across APIs, databases, ERP, PMS, and SaaS environments. Communicates with client technical teams during incidents and migrations, coordinates fixes, documents recurring issues, and improves integration performance and reliability.

Support and maintain integrations between Laurel and client ERPs/PMS (notably SAP S/4HANA). Build and test Boomi processes, monitor integration health, respond to alerts, troubleshoot data flows, perform root cause analysis, and serve as Level 2 escalation. Coordinate migrations, communicate with client technical contacts, document processes, and collaborate with Principal Engineers and product teams to resolve complex issues and improve reliability.

Own end-to-end onboarding and implementation for enterprise customers: coordinate deployments (tenant and Boomi Atom), guide integrations (Microsoft 365, SSO, email, calendar, phone, video), run kickoff and office hours, triage issues, maintain project plans and milestones, hand off to CSMs, and translate technical concepts for stakeholders while using agentic AI to scale effectiveness.