Deployment & Support Technician (Saas)

3 weeks ago

Ottawa, Canada Solink Full time

**Deployment & Support Technician (SaaS)**

A job at Solink means working with an amazing team and tackling one of the biggest data problems out there. We are venture backed and focus on continuous execution to delight our customers. We have a creative and collaborative work environment, and all of our employees have meaningful equity in the company.

Are you searching for that next opportunity that allows you to make an IMPACT, initiate a change or process? Do you THRIVE at troubleshooting and problem solving? Do you ENJOY coordinating and collaborating with others? If you are searching for that unique opportunity that combines FUN with a CHALLENGE, then continue to read further and APPLY

**WHAT’S THE JOB?**

We’re on the look-out for a Deployment and Support Technician to join our Team, a person DRIVEN by details and a desire to see projects through to completion. As a key member of our Field Services Team, you will coordinate, lead and support installation teams worldwide as they deploy our software service to a diverse customer base.

You will help detect, debug and remedy technical issues while leveraging your extensive people skills. You must enjoy working with customers and engineers - bridging the two communities - while clearly relaying critical information. How you cater your communication, both verbal and written, to the intended audience will determine your success in this role. You may see opportunities to automate and improve internal processes - we'll encourage you to tackle them. You will have the unique opportunity to see 10-100x growth in this position - your ability to manage multiple projects will be a key ASSET to thriving in this role.

**WHAT WILL YOU DO?**

Every day is different at a startup, but the core of your time will be spent:

- Corresponding with our network of installation service providers to successfully and economically deploy our service to locations worldwide
- Working on multiple projects while working towards key milestones and removing roadblocks wherever possible.
- Becoming an expert on the back end of our system
- Working with internal resources to eliminate deployment delays while continually driving to reduce deployment times.
- Be a problem solver - use all the tools in your toolbelt and know when to reach out to external teams to combat a hurdle that is impeding deployment
- Collaborating closely with various other teams (Project Managers, Support, Sales, etc) to delight our customers with the first introduction to our product at install.
- Communicating with customers to ensure smooth and seamless implementation of our various features

**SECURITY REQUIREMENTS**:

- Be a Canadian Citizen (dual citizens included), or eligible to work within Canada;
- Be willing to comply with Solink’s own security policies and standards.

**WHAT DO YOU NEED TO APPLY?**
- Amazing communication skills in English.
- 1 - 3 years experience in technical support or solution delivery roles (New grads welcome).
- Understanding of IP networking.
- Ability to meet pre-defined SLAs (Service level agreements).
- Proven ability to take complete ownership of problems from identification through to resolution.
- Ability to work independently and within a team, supporting a network of installers, customers and projects.
- Ability to follow processes, identify efficiency gains and utilize tools to improve efficiency for the entire team.
- Comfortable with scripting and general knowledge of programming.
- Must be able to understand multi-tier system architectures, and have good technical analysis and debugging skills.
- Ability to travel to the US and/or International occasionally.
- Ability to thrive in a fast paced environment.
- Ability to multitask and meet numerous concurrent deadlines.
- Ability to work 11AM - 7PM to support varying time zones.

**BONUS SKILLS & EXPERIENCE**
- Spanish and/or French fluency.
- Experience working within a SaaS model.
- Experience working with CCTV (Closed Circuit Television Monitoring).

**WHAT IS SOLINK?**

Solink is transforming conventional data into ‘smart’ data. Solink connects and synchronizes brick-and-mortar business systems like video + Point of Sale data, to create insight into loss prevention, security, and operations issues. We find new and powerful ways for businesses to get real value from the data and footage created daily by their standard systems.

We’re one of Ottawa’s fastest growing companies. We're not just a tech and security company - we are rapidly evolving the way that we use and think about video security, data analytics and technology. We're enhancing the status quo to positively impact clients and customers' businesses.

We’re on a steep growth trajectory, which means lots to do, lots to learn, and lots to experience What an exciting adventure ahead - and our Solinkians make the greatest travel companions

Solink thrives because of our team; we know that in our business and in our daily work, people make all t

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