Technical Account Support Specialist

Level: P2

Location: Remote | Canada

Reports To: William Shirk, Manager, Support

Type: Permanent | Full-Time

At Solink, our mission is 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!

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.

• 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.

• 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…