Product Specialist at Solink in Ottawa, Ontario, CA

PRODUCT SPECIALIST Location: Ottawa Office PRODUCT SPECIALIST Location: Ottawa, ON | Hybrid Department: Product Reports To: Chris Sisto, VP Product (Linkedin) 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 forward-deployed Product Specialist, you'll sit at the intersection of product, engineering, and customer success, helping bring Solink's platform to life in the real world. Think of this as a Forward Deployed role without the coding requirement: you're someone who understands the customer's world deeply, knows Solink's product inside and out, and has the curiosity and drive to solve problems at the edge of what our platform can do. You'll work directly with customers and internal teams to deploy Solink's AI-powered features, build and configure custom agents, support model fine-tuning, and gather the datasets and feedback loops that help our AI get smarter over time. This role is ideal for someone who is relentlessly curious, thrives in ambiguity, and finds energy in translating complex problems into practical solutions. WHAT YOU’LL DO • Customer & Product Deployment • Lead hands-on deployment of AI & AI Agent platforms with customers across commercial and enterprise segments, taking ownership from kickoff through to realized value with special projects • Troubleshoot and triage product deployment issues in real time, coordinating across teams to identify root causes and restore functionality quickly. • Translate customer operational challenges into working product configurations, working alongside Product to pressure-test assumptions and surface what's actually needed in the field. • Partner with Design, Customer Success, Sales, and Engineering to ensure smooth onboarding and fast time-to-value. • Document deployment patterns, edge cases, and playbooks that can be scaled across the team and fed back into product thinking and onboarding. AI Agent Configuration & Customization • Build, configure, and fine-tune custom AI agents within Solink's platform to solve specific customer use cases, working hand-in-hand with the AI and Product teams to define what's possible and what's worth building. • Collaborate closely with Engineering to understand agent architecture, provide real-world feedback on agent behavior, and help shape how agents evolve. • Validate agent performance against live customer scenarios, iterating based on field feedback and performance data. • Configure and validate how agent outputs are delivered and acted upon, including integrations and actions such as webhooks, email notifications, SMS, talk-down, and other downstream systems. • Maintain a growing library of reusable agent configurations and templates that make future deployments faster and smarter. Data Insights & Enablement • Identify, collect, and curate datasets from customer environments to support AI model training and fine-tuning, working directly with the AI team to ensure data quality and relevance. • Collaborate with Engineering and Data teams to label, structure, and validate data that improves model accuracy and real-world performance. • Help develop feedback loops between deployed AI features and model improvement cycles, closing the gap between what the model does and what the customer actually needs. • Help structure and surface data in ways that are meaningful to customers, supporting use cases such as data exploration, summarization, and operational reporting. • Stay close to Solink's AI roadmap so you can advise customers on emerging capabilities and be ready to deploy them the moment they ship. • Ground truth AI performance in customer environments by validating outputs, identifying accuracy gaps, and feeding findings back to AI and Engineering teams. Internal Enablement & Product Feedback • Act as a critical voice from the field, surfacing patterns, friction points, and customer insights that directly inform product roadmap decisions and engineering priorities. • Partner closely with Product and Design to translate real-world customer workflows into intuitive, scalable product experiences, ensuring solutions are not only functional but usable and repeatable across customers. • Create guides, playbooks, and training materials that enable Customer Success and Sales Engineering to deploy AI features confidently and consistently. WHAT YOU BRING Must-Have: • 3+ years of experience in a customer-facing, technical, or operational role, Solutions Consultant, Technical Account Manager, Implementation Specialist, Customer Success Manager or similar. • Demonstrated ability to learn complex software products quickly and translate them clearly for non-technical audiences. • Strong problem-solving instincts with a genuine curiosity about how technology works and how it can be pushed to do more. • Excellent communication skills—verbal and written—with the ability to move fluidly between customer conversations, product discussions, and engineering feedback sessions. • Comfort working in fast-paced, ambiguous environments where the right answer isn't always obvious and priorities shift often. • Familiarity working with or alongside AI/ML products, data tools, or automation platforms—you don't need to build them, but you need to understand what they do and how to get the most out of them. • A creative, solutions-first mindset: you reach for the best tool for the job, whether that's a Solink feature, a third-party integration, or something you haven't tried before. • Familiarity with AI agent frameworks, prompt engineering, or LLM-based tools. Nice-to-Have: • Experience with video security, physical security, or loss prevention environments. • Background in SaaS deployment, professional services, or technical onboarding. • Exposure to data labeling, annotation workflows, or MLOps processes. • Experience in retail, restaurant, or multi-site enterprise operations. 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: 1. Intro call with our Talent Team 2. Interview with the Hiring Manager 3. Panel Team Interview 4. Final CTO Interview 5. Reference Checks 6. 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. NOTICE: 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.