Technical Support Representative

Location: Ontario | Hybrid Department: Support Type: Permanent | Full-Time Reports To: William Shirk, Manager, Support | Derek Chokly, Associate Manager, Support Start Date: August 24, 2026 About Solink At Solink, our mission is to safeguard what matters most . We provide businesses with the tools to know sooner and act faster by transforming video security into real-time operational insights. Our cloud-based platform integrates seamlessly with your existing cameras and systems, turning them into intelligent sensors that detect and interpret key moments. This empowers teams to make data-driven decisions, enhance security, and improve operational efficiency. Trusted by over 30,000 locations across 32+ countries - including brands like McDonald’s and JYSK - Solink delivers clarity when it counts. Our solutions help businesses reduce shrink, optimize performance, and respond proactively to potential threats. We\'re growing rapidly, earning industry recognition, and scaling with purpose. We’ve been recognized by Deloitte’s Fast 50™ and Fast 500™, Business Intelligence Group, and as one of Ottawa’s Best Places to Work. And we’re just getting started! The Role As a Technical Support Representative , you\'ll be the frontline problem-solver for customers and installation partners troubleshooting Solink\'s hardware, software, and deployments. This isn\'t a scripted call-center role: you\'ll get to think critically, build real product expertise, and figure out the right answer rather than read one off a page. You\'ll collaborate closely with Deployment and Sales to make sure customers get a smooth experience from installation onward, and you build your knowledge, skills and track record. This is an opportunity for someone who\'s energized by challenge, fast learning, and making a real impact. What You’ll Do Provide front-line technical support to customers via phone, chat, and ticketing systems, troubleshooting issues with Solink’s hardware, software, and installations. Support field technicians and installation partners with technical guidance during hardware setup and deployment. Correspond with Solink’s network of installation service providers to help keep deployments on track and resolve issues that arise in the field. Diagnose and resolve technical issues related to networking, system integration, and device connectivity, escalating complex cases to the appropriate team when needed. Build deep product knowledge and apply critical thinking to navigate ambiguous, non-scripted situations that don’t always have a predefined answer. Collaborate closely with Deployment, Product, and Sales teams to deliver a seamless customer experience from installation through ongoing support. Accurately document customer interactions, troubleshooting steps, and resolutions using Jira, Zendesk or similar ticketing systems. What You Bring Must-Have: Strong computer literacy and technical aptitude, with the ability to troubleshoot hardware, software, and networking issues. Excellent verbal and written communication skills, with a customer-first mindset and the critical thinking to navigate ambiguous, non-scripted situations. Flexibility to work shifts between 6:00 a.m. and midnight, including weekends and holidays to support customers across time zones. Nice-to-Have: Background or coursework in computer science, IT/networking, or programming; experience with Zendesk, Jira or similar ticketing systems is an asset. Prior customer service/call center experience. Bilingual in English and French. Security Requirements Candidates must undergo a criminal records check upon hire; Be a Canadian Citizen (dual citizens included), or eligible to work in Canada; Be willing to comply with Solink’s own security policies and standards. Our Values We do things the Solink way: Act with URGENCY – Our customers move fast, so we do too. Deliver with QUALITY – We sweat the details and hold a high bar. Win with TEAM – No egos. Just outcomes, built together. Lead with TRUST – We earn it through clarity, consistency, and care. These aren’t just words—they shape how we hire, lead, and grow. Why Solink? We’re not just building tech - we’re building a place where great people do great work. Clarity and trust : Where the role allows, we support flexibility in how and where work gets done - and we’re upfront about what’s required. Meaningful equity : Every full-time, permanent employee has a stake in our growth. Comprehensive benefits : Fully paid health & dental (no waiting period) + $500 health spending account. Wellness support : Monthly reimbursement for fitness, wellness, or mental health programs. Growth through merit : Advancement is based on contribution, initiative, and the ability to raise the bar - together. Candid culture : Clear expectations, honest feedback, and no politics. Social connection : From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun. What to Expect from the Hiring Process We respect your time and value transparency. Here’s a general idea of what to expect: Intro call with our Talent Team Interview with the Hiring Manager Reference Checks Offer & onboarding Notice: Solink uses artificial intelligence (AI) to screen, assess, and/or select candidates for this position. Solink is an Equal Opportunity Employer. We’re committed to building a diverse and inclusive workplace. If you require accommodation during the selection process, please let us know. #J-18808-Ljbffr