Technical Account Support Specialist

TECHNICAL ACCOUNT SUPPORT SPECIALIST Level: P2 Location: Remote | Canada Reports To: William Shirk, Manager, Support Type: Permanent | Full-Time 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 35,000 locations across 60+ 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 Account Support Specialist, you will be the primary technical contact for escalated cases, helping resolve software and hardware issues efficiently. You'll collaborate with sales, customer success, product, and technical teams to ensure client requirements are met. You'll be actively involved in client meetings and communications to review technical issues and gather feedback, manage escalations, and track project progress. You'll contribute to expanding client relationships and improving service delivery for our customers. WHAT YOU’LL DO

• Be the Technical Bridge: Serve as the primary technical contact for customer support and deployment, assisting in handling technical issues related to client accounts.
• Resolve with Confidence: Provide assistance to customers and technicians in resolving software and hardware issues in a timely manner through our customer-facing platforms.
• Keep Systems Running Smoothly: Embrace an ‘always on/always up’ mentality by maintaining and managing our growing infrastructure of networked devices, cameras and customer locations.
• Partner Across Teams: Work closely with sales, customer success, product and technical teams to understand client requirements and ensure successful delivery of technical services.
• Drive Projects Forward: Develop and maintain project plans, timelines, and budgets.
• Measure What Matters: Track and report on project progress and status.
• Lead Meaningful Client Conversations: Participate in client meetings to review technical issues, gather feedback, and identify opportunities for improvement.
• Strengthen Customer Relationships: Collaborate with cross-functional teams including sales, engineering, and product management to identify opportunities to expand client relationships.
• Own Escalation Management: Manage escalations and coordinate with internal teams to resolve client issues.
• Stay Ahead of the Curve: Maintain up-to-date knowledge of industry trends, technologies, and best practices. Proactively minimize escalated situations through identifying trends, knowledge gaps and process gaps. WHAT YOU BRING Must-Have:
• Relevant Education: You hold a Bachelor’s degree in Computer Science, Information Technology, or related field or have equivalent experience.
• Customer-Facing Technical Experience: You have 1-3 years of experience in technical account management, customer success, technical support roles, particularly in a client-facing position.
• Technical Depth and Curiosity: You have a strong technical background and understanding of hardware, software development, architecture, infrastructure and networking.
• Tool-Savviness and Efficiency: You have proficiency in CRM software and other industry-related IT tools.
• Clear and Confident Communication: You have excellent communication, presentation, and interpersonal skills.
• Adaptability and Organization: You are agile and have proven ability to prioritize and manage multiple tasks efficiently.
• Proactive Problem Prevention: Be able to balance both reactive inbound items from accounts and be able to navigate and get ahead of potential issues proactively.
• Project Management & Reporting Expertise: You have strong project management skills, with the ability to manage multiple tasks, reporting and projects simultaneously. 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. COMPENSATION The salary range for this role is $65,129 - $81,411 We determine compensation based on the experience, skills, and impact you bring to the role. For this position, we are hiring within the P2 range. Candidates in this range will demonstrate developing expectations 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:

1. Intro call with our Talent Team
2. Take-home typing test
3. Interview with the Hiring Manager & cross-functional team members
4. Reference Checks
5. Offer & onboarding 🎉 PLEASE NOTE: THIS IS SUBJECT TO CHANGE AT ANY POINT IN THE RECRUITMENT PROCESS BASED ON THE NEEDS OF THE BUSINESS. HOW TO APPLY Submit your resume and a short cover letter via our [Careers Page https://solink.com/careers/]. Let us know what excites you about this role, and how you’d help move Solink forward. 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.

laptop-ats-crawler v3