{"schemaVersion":"jobsearcher.job.v1","id":"b626ee29e0dc60e1ebce58fd","url":"https://jobsearcher.com/jobs/b626ee29e0dc60e1ebce58fd","canonicalUrl":"https://jobsearcher.com/jobs/b626ee29e0dc60e1ebce58fd","title":"Technical Support Representative","description":"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\r\nAbout 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.\r\nOur 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.\r\nTrusted 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.\r\nWe\\'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!\r\nThe 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.\r\nThis is an opportunity for someone who\\'s energized by challenge, fast learning, and making a real impact.\r\nWhat 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.\r\nSupport field technicians and installation partners with technical guidance during hardware setup and deployment.\r\nCorrespond with Solink's network of installation service providers to help keep deployments on track and resolve issues that arise in the field.\r\nDiagnose and resolve technical issues related to networking, system integration, and device connectivity, escalating complex cases to the appropriate team when needed.\r\nBuild deep product knowledge and apply critical thinking to navigate ambiguous, non-scripted situations that don't always have a predefined answer.\r\nCollaborate closely with Deployment, Product, and Sales teams to deliver a seamless customer experience from installation through ongoing support.\r\nAccurately document customer interactions, troubleshooting steps, and resolutions using Jira, Zendesk or similar ticketing systems.\r\nWhat You Bring Must-Have:\r\nStrong computer literacy and technical aptitude, with the ability to troubleshoot hardware, software, and networking issues.\r\nExcellent verbal and written communication skills, with a customer-first mindset and the critical thinking to navigate ambiguous, non-scripted situations.\r\nFlexibility to work shifts between 6:00 a.m. and midnight, including weekends and holidays to support customers across time zones.\r\nNice-to-Have:\r\nBackground or coursework in computer science, IT/networking, or programming; experience with Zendesk, Jira or similar ticketing systems is an asset.\r\nPrior customer service/call center experience.\r\nBilingual in English and French.\r\nSecurity Requirements Candidates must undergo a criminal records check upon hire;\r\nBe a Canadian Citizen (dual citizens included), or eligible to work in Canada;\r\nBe willing to comply with Solink's own security policies and standards.\r\nOur Values We do things the Solink way\r\nAct with URGENCY – Our customers move fast, so we do too.\r\nDeliver with QUALITY – We sweat the details and hold a high bar.\r\nWin with TEAM – No egos. Just outcomes, built together.\r\nLead with TRUST – We earn it through clarity, consistency, and care.\r\nThese aren't just words—they shape how we hire, lead, and grow.\r\nWhy Solink? We're not just building tech - we're building a place where great people do great work.\r\nClarity and trust : Where the role allows, we support flexibility in how and where work gets done - and we're upfront about what's required.\r\nMeaningful equity : Every full-time, permanent employee has a stake in our growth.\r\nComprehensive benefits : Fully paid health & dental (no waiting period) + $500 health spending account.\r\nWellness support : Monthly reimbursement for fitness, wellness, or mental health programs.\r\nGrowth through merit : Advancement is based on contribution, initiative, and the ability to raise the bar - together.\r\nCandid culture : Clear expectations, honest feedback, and no politics.\r\nSocial connection : From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.\r\nWhat to Expect from the Hiring Process We respect your time and value transparency. Here's a general idea of what to expect:\r\nIntro call with our Talent Team\r\nInterview with the Hiring Manager\r\nReference Checks\r\nOffer & onboarding\r\nNotice: 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.\r\nJ-18808-Ljbffr","company":"Socket","rawCompany":"socket","city":"Ontario","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-08T01:53:08.226Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1244.00","title":"Network and Computer Systems Administrators","slug":"network-and-computer-systems-administrators"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Representative","description":"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\r\nAbout 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.\r\nOur 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.\r\nTrusted 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.\r\nWe\\'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!\r\nThe 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.\r\nThis is an opportunity for someone who\\'s energized by challenge, fast learning, and making a real impact.\r\nWhat 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.\r\nSupport field technicians and installation partners with technical guidance during hardware setup and deployment.\r\nCorrespond with Solink's network of installation service providers to help keep deployments on track and resolve issues that arise in the field.\r\nDiagnose and resolve technical issues related to networking, system integration, and device connectivity, escalating complex cases to the appropriate team when needed.\r\nBuild deep product knowledge and apply critical thinking to navigate ambiguous, non-scripted situations that don't always have a predefined answer.\r\nCollaborate closely with Deployment, Product, and Sales teams to deliver a seamless customer experience from installation through ongoing support.\r\nAccurately document customer interactions, troubleshooting steps, and resolutions using Jira, Zendesk or similar ticketing systems.\r\nWhat You Bring Must-Have:\r\nStrong computer literacy and technical aptitude, with the ability to troubleshoot hardware, software, and networking issues.\r\nExcellent verbal and written communication skills, with a customer-first mindset and the critical thinking to navigate ambiguous, non-scripted situations.\r\nFlexibility to work shifts between 6:00 a.m. and midnight, including weekends and holidays to support customers across time zones.\r\nNice-to-Have:\r\nBackground or coursework in computer science, IT/networking, or programming; experience with Zendesk, Jira or similar ticketing systems is an asset.\r\nPrior customer service/call center experience.\r\nBilingual in English and French.\r\nSecurity Requirements Candidates must undergo a criminal records check upon hire;\r\nBe a Canadian Citizen (dual citizens included), or eligible to work in Canada;\r\nBe willing to comply with Solink's own security policies and standards.\r\nOur Values We do things the Solink way\r\nAct with URGENCY – Our customers move fast, so we do too.\r\nDeliver with QUALITY – We sweat the details and hold a high bar.\r\nWin with TEAM – No egos. Just outcomes, built together.\r\nLead with TRUST – We earn it through clarity, consistency, and care.\r\nThese aren't just words—they shape how we hire, lead, and grow.\r\nWhy Solink? We're not just building tech - we're building a place where great people do great work.\r\nClarity and trust : Where the role allows, we support flexibility in how and where work gets done - and we're upfront about what's required.\r\nMeaningful equity : Every full-time, permanent employee has a stake in our growth.\r\nComprehensive benefits : Fully paid health & dental (no waiting period) + $500 health spending account.\r\nWellness support : Monthly reimbursement for fitness, wellness, or mental health programs.\r\nGrowth through merit : Advancement is based on contribution, initiative, and the ability to raise the bar - together.\r\nCandid culture : Clear expectations, honest feedback, and no politics.\r\nSocial connection : From So-learns to Solink-o and So-lunches, we stay connected in ways that actually feel fun.\r\nWhat to Expect from the Hiring Process We respect your time and value transparency. Here's a general idea of what to expect:\r\nIntro call with our Talent Team\r\nInterview with the Hiring Manager\r\nReference Checks\r\nOffer & onboarding\r\nNotice: 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.\r\nJ-18808-Ljbffr","datePosted":"2026-08-08T01:53:08.226Z","dateModified":"2026-08-08T01:53:08.226Z","hiringOrganization":{"@type":"Organization","name":"Socket","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Ontario","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"b626ee29e0dc60e1ebce58fd"},"url":"https://jobsearcher.com/jobs/b626ee29e0dc60e1ebce58fd"}}