Product Specialist

Solink • Ottawa, ON

29d • CA$89,053 - CA$101,150 • Hybrid

About The Position

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.

Requirements

• 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.
• 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.

Nice To Haves

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Benefits

• Fully paid health & dental (no waiting period)
• $500 health spending account
• Monthly reimbursement for fitness, wellness, or mental health programs
• Meaningful equity: Every full-time, permanent employee has a stake in our growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed