Product Specialist

About 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.

Responsibilities

• 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 fun

Additional Information

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!

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