Technical Account Manager

Location: Toronto or Ottawa | Hybrid
Department: Sales Engineering
Reports To: Rémy Gostiaux, Director of Sales Engineering
Type: Permanent | Full-Time

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!

As a Technical Account Manager at Solink, you will take ownership of complex, technical customer engagements that directly influence product adoption, satisfaction, and expansion. You’ll serve as a strategic partner to both customers and internal teams - providing expert guidance across onboarding, configuration, and optimization of the Solink platform, especially where integrations, hardware, and advanced workflows are involved.

This role requires deep technical fluency, strong project ownership, and the ability to lead customer engagements independently. You’ll also play a key role in improving internal processes, driving scalable documentation, and mentoring junior team members.

Customer Onboarding & Success

• Own the technical relationship during onboarding for mid- to high-complexity accounts.

• Partner closely with Implementation Managers to align technical solutions with business objectives.

• Lead onboarding calls and milestone check-ins with executive presence.

• Serve as a trusted advisor - proactively identifying and resolving technical barriers.

• Champion strong adoption and accelerate time-to-value through hands-on support and education.

Technical Implementation & Enablement

• Design and implement complex configurations (e.g., camera networks, POS integrations, connectivity workflows).

• Deliver remote and occasional onsite setup, validation, and troubleshooting.

• Solve escalated issues in collaboration with Support and Engineering.

• Create scalable resources including knowledge base articles, implementation playbooks, and internal tools.

• Lead technical reviews and ensure customers are set up for long-term success.

• Manage multiple technical projects simultaneously

Pre-Sales & Expansion Support

• Act as the technical lead for demos, pilots, and POCs in collaboration with Sales and CS.

• Translate customer pain points into solution designs and proposed workflows.

• Influence the product roadmap by sharing feedback from customer engagements.

• Support expansion and renewal conversations with technical expertise and consultative insights.

• Identify opportunities to increase customer retention through integration and configuration improvements.

Must-Have:

• 3 - 5+ years in a Solutions Engineering, Implementation, or Technical Support role (preferably in SaaS with a hardware component)

• Strong technical aptitude with a comfort with networking concepts, APIs, hardware integrations, and cloud-based tools

• Proven track record of owning customer engagements and solving technical problems independently

• Excellent communication skills with both technical and non-technical audiences

• Experience working cross-functionally with Sales, Product, and Engineering (ideally at least one of these areas)

• Able to manage multiple onboarding projects simultaneously

• Passionate about customer experience and operational excellence

Nice-to-Have:

• Familiarity with video surveillance, camera systems, or access control

• Knowledge of the physical security or retail/ hospitality industries

• Experience using Salesforce, Jira, Confluence, or other implementation tools

• 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.

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.

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.

We respect your time and value transparency. Here’s a general idea of what to expect:

1. Intro call with our Talent Team

2. Interview with the Hiring Manager

3. Role-relevant task or case (if applicable)

4. Final interviews with cross-functional team members

5. Offer & onboarding 🎉

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.