Technical Support Representative

Location: Canada | Remote
Department: Customer Support
Department Leader: Sandy Cardenas, Manager of Customer Support
Type: Permanent | Full-Time

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!

As a full-time Technical Support Representative, you’ll play a crucial role in ensuring our customers are satisfied with Solink’s products and services. You will be the first point of contact for technical issues, providing support, troubleshooting, and facilitating resolutions to enhance our customers’ experience.

We’re looking for someone who is a natural problem-solver, thinks on their feet, and is committed to improving the customer experience. This is a customer-facing role that requires exceptional communication skills and the ability to handle diverse challenges with professionalism and efficiency.

• Provide support to customers for hardware and software issues, troubleshoot technical problems, and relay solutions to customers and internal teams as needed.

• Manage and resolve customer inquiries using email, phone, and live chat through ticketing systems like Zendesk, Jira, and Confluence.

• Request on-site technicians after thorough analysis and troubleshooting of issues.

• Collaborate with internal teams to address and resolve customer obstacles, ensuring a seamless experience.

• Collect and share relevant feedback with internal stakeholders to continuously improve our services.

• Deliver a personalized and human touch to customer interactions, making their experience exceptional.

• Maintain dependability and adaptability to meet customer needs.

Must-Have:

• Technically Skilled: You possess strong technical analysis and troubleshooting abilities, as evident by a Computer Science diploma or relevant experience.

• Problem-Solver: You're a creative problem-solver who thinks outside of the box and doesn't let a roadblock stop you. You enjoy solving complex technical challenges and helping customers.

• Collaborative: You can work independently or as part of a team to support our customers. You enjoy collaborating with others and sharing insights and solutions to problems solved.

• Exceptional Communicator: Your written and verbal English skills are excellent, and customers can “hear” your smile through the phone or chat.

• Reliable: You are dependable and flexible with scheduling to meet the needs of our customers.

• Flexible: You are able and willing to work full-time, assigned shifts, including evenings, weekends, and holidays, to provide support during our operating hours (6 a.m. to midnight, seven days per week).

Nice to Have:

• Have prior experience in customer service, technical support, or help desk roles.

• Are familiar with ticketing platforms such as Zendesk.

• Are fluent in French, Spanish, German, or any other language.

• 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.

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.

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.

We respect your time and value transparency. Here’s a general idea of what to expect:

1. Video Introduction Assignment

2. Coffee Chat with our Talent Team (~30 minutes)

3. Panel interview with cross-functional team members (~60 minutes)

4. Offer & onboarding 🎉

Submit your resume and a short cover letter via our Careers Page. Let us know what excites you about this role, and how you’d help move Solink forward.