Solink
Technical Support Representative
Ontario · Full-time
Sponsorship not specifiedDetected 6 days ago
JiraCustomer SupportZendeskCommunicationCritical Thinking
About the role
- Reports To: William Shirk https://www.linkedin.com/in/william-shirk-1b0120137, Manager, Support | Derek Chokly https://www.linkedin.com/in/derek-chokly-69b4a915a, Associate Manager, Support
- 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.
Responsibilities
- Support field technicians and installation partners with technical guidance during hardware setup and deployment.
- 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.
- William Shirk https://www.linkedin.com/in/william-shirk-1b0120137, Manager, Support | Derek Chokly https://www.linkedin.com/in/derek-chokly-69b4a915a, Associate Manager, Support
- Deliver with QUALITY - We sweat the details and hold a high bar.
- Lead with TRUST - We earn it through clarity, consistency, and care.
- 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.
- WE'RE COMMITTED TO BUILDING A DIVERSE AND INCLUSIVE WORKPLACE.
Requirements
- Strong computer literacy and technical aptitude, with the ability to troubleshoot hardware, software, and networking issues.
- Where the role allows, we support flexibility in how and where work gets done - and we're upfront about what's required.
- Advancement is based on contribution, initiative, and the ability to raise the bar - together.
- Must-Have:
- 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:
- Be willing to comply with Solink's own security policies and standards.
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.
- Candidates must undergo a criminal records check upon hire;
- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
- We do things the Solink way:
- Win with TEAM - No egos.
Skills
- This empowers teams to make data-driven decisions, enhance security, and improve operational efficiency.
- This is an opportunity for someone who's energized by challenge, fast learning, and making a real impact.
Benefits
- Fully paid health & dental (no waiting period) + $500 health spending account.
- Wellness support: Monthly reimbursement for fitness, wellness, or mental health programs.
Company info
- Clear expectations, honest feedback, and no politics.
- Provide front-line technical support to customers via phone, chat, and ticketing systems, troubleshooting issues with Solink's hardware, software, and installations.
- Act with URGENCY - Our customers move fast, so we do too.
- As a Technical Support Representative, you'll be the frontline problem-solver for customers and installation partners troubleshooting Solink's hardware, software, and deployments.
Equal opportunity
- EQUAL OPPORTUNITY EMPLOYER.
- IF YOU REQUIRE ACCOMMODATION DURING THE SELECTION PROCESS, PLEASE LET US KNOW.
Visa & Work Authorization
- Be a Canadian Citizen (dual citizens included), or eligible to work in Canada;
This listing is sourced directly from Solink's careers page and normalized into a canonical job model.