Technical Support Representative

Solink; Ottawa; Remote; CAD 45,000 - 60,000; Full time

Job summary

Join a leading company as a Technical Support Representative in a fully remote role. You'll be the key point of contact for customers, using your technical skills to troubleshoot and resolve issues while providing exceptional service. This position offers full-time hours and opportunities for professional growth within a supportive environment that values collaboration and innovation.

Benefits

Equity options

Comprehensive health & dental benefits

Monthly wellness reimbursement

Flexible work arrangements

Qualifications

• Strong technical analysis and troubleshooting abilities.
• Excellent written and verbal communication skills.
• Previous experience in customer service or technical support preferred.

Responsibilities

• Provide support for hardware and software issues.
• Manage customer inquiries via email, phone, and chat.
• Collaborate with internal teams to enhance service delivery.

Skills

Technical analysis

Troubleshooting

Problem-solving

Communication

Collaboration

Education

Computer Science diploma

Tools

Zendesk

Jira

Confluence

Job description

Join to apply for the Technical Support Representative role at Solink

15 hours ago Be among the first 25 applicants

Join to apply for the Technical Support Representative role at Solink

Get AI-powered advice on this job and more exclusive features.

Location: Canada | Remote

Department: Customer Support

Department Leader: Sandy Cardenas, Manager of Customer 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 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!

The Role

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.

What You’ll Do

• 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.
  
  

What You Bring

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.
  
  

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.
  
  

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:

• Intro call with our Talent Team (~30 minutes)
• Panel interview with cross-functional team members (~60 minutes)
• 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. Let us know what excites you about this role, and how you’d help move Solink forward.

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at Solink by 2x

Get notified about new Technical Support Representative jobs in Ottawa, Ontario, Canada.

Technical Support / Customer Service Representative-Remote (Night Shift)

Technical Support / Customer Service Representative-Remote (Night Shift)

Service desk Analyst at Client site in Ottawa

Technical Support / Customer Service Representative-Remote (Night Shift)

Technical Support / Customer Service Representative-Remote (Night Shift)

Support Analyst, End User Support (EUS) – One Port (12 months contract)

Commercial Technical Service Representative

Technical Support / Customer Service Representative-Remote (Night Shift)

Junior System Support Analyst - Infrastructure

Customer Service Representative II (Part-time)

Ottawa, Ontario, Canada CA$52,000.00-CA$52,000.00 2 weeks ago

Technical Support / Customer Service Representative-Remote (Night Shift)

Technical Support / Customer Service Representative-Remote (Night Shift)

Technical Support / Customer Service Representative-Remote (Night Shift)

Customer Service Representative (Motivator) - Ottawa Lansdowne Park

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.