Customer Solutions Engineer - Remote Eligible

Customer Solutions Engineer

Finite State partners with product security teams, the guardians of our connected world, to create transparency for their connected devices and supply chains. Our platform handles connected devices and embedded systems across all industries, including those found in enterprises, healthcare, utilities, connected vehicles, manufacturing facilities, critical infrastructure, and government entities.

We are a fast-growing series-B company with a fully distributed workforce. Led by a team of seasoned experts, we are a mission-driven team passionate about arming our customers with the actionable insights, critical vulnerability data, and remediation guidance necessary to mitigate product risk and protect the connected attack surface. We are committed to a remote first culture.

Role Summary

As a Customer Solutions Engineer, you're the post-sales technical front line for Finite State — ensuring they realize maximum value from our platform. You'll partner with the rest of the Account Team to provide hands-on technical guidance, align use cases to best practices, and serve as a trusted escalation path across onboarding through steady-state operations.

You'll act as the connective tissue between the customer and our internal teams — translating business goals into platform outcomes, surfacing risks before they escalate, and guiding users through product complexity with clarity and empathy. Your work helps drive adoption, accelerate time-to-value, and turn champions into advocates.

You will own ticket intake and troubleshooting, reproduce issues, perform root-cause analysis, and communicate clear updates; when needed, you'll escalate issues with crisp repro steps, logs, and environment details. You'll also run proactive motions — health checks, upgrade coordination, and maintaining environment profiles — to reduce incidents before they happen, and you'll turn recurring fixes into high-quality knowledge-base articles.

You'll execute onboarding and migrations, train users on best practices, and help translate technical findings into simple guidance.

What success looks like: higher tickets-resolved-without-escalation, faster onboarding time-to-value, strong CSAT/MTTR, and steady knowledge-base contributions that lift the whole team.

Responsibilities

Customer Support & Technical Account Management

• Own the post-sales technical relationship for assigned accounts
• Monitor customer health signals and flag risks early
• Troubleshoot configuration issues, usage gaps, or performance concerns; escalate when needed with clear diagnostics
• Deliver user training, "aha moment" workshops, and onboarding playbooks to drive self-sufficiency
• Translate complex technical issues into clear, actionable advice for both technical and non-technical stakeholders
• Own ticket intake/triage, drive issues to resolution, and communicate updates clearly.
• Champion customer feedback and help shape product roadmap priorities

Onboarding & Migrations

• Execute onboarding playbooks: workspace setup, SSO/IdP, role-based access, connectors, initial scan workflows, and reporting templates.
• Support data migrations under SA guidance; validate outcomes against acceptance criteria.
• Train end users on best practices and hand off with a documented success plan.

Knowledge & Process

• Document fixes and patterns into the knowledge base (how-tos, playbooks, FAQs).
• Standardize troubleshooting checklists; suggest tooling/automation to reduce repeat work.
• Participate in the support rotation and contribute to post-incident reviews (RCA/action items).

Sales Engineering Support

• Prep demo/PoV environments (sample data, users, integrations).
• Build scripts or queries to showcase workflows.
• Capture discovery notes and translate into repeatable demo storylines.

What We're Looking For

• 2–5+ years in technical support, TAM, professional services, or solutions engineering at a B2B SaaS cybersecurity company (AppSec and/or product security preferred)
• Comfortable with Linux/CLI, networking basics, auth/SSO (SAML/OIDC), REST APIs, and logs.
• Comfortable with regular use of AI tooling in professional or personal settings
• Bonus: Python/Bash scripting; CI/CD (GitHub Actions/GitLab/Jenkins); familiarity with SBOM (CycloneDX/SPDX), CVE/CVSS, containers.
• Clear, empathetic communicator—able to translate technical detail into customer-friendly language.
• Organized and coachable

Why Finite State?

• Be a part of building the leading platform for connected device cybersecurity.
• Join a fast-moving team that values transparency, innovation, and impact.
• Work fully remotely with a high degree of autonomy and ownership.
• Comprehensive benefits
• Investment: We offer learning stipends to support your professional development
• Equity: We offer equity so you can share in our growth and success
• Help solve some of the most pressing cybersecurity challenges facing connected device manufacturers and the millions of people who depend on them

About Us

Built on two decades of cybersecurity experience, our team of experts understands the hidden risks in today's enterprise networks, where IoT vulnerabilities are quickly becoming the entry point of choice for cyber attacks.

We have a sense of duty to protect the critical infrastructure we rely on including medical devices, power grids and telecommunication networks. We were founded in 2017 in Columbus, Ohio.

Finite State has a transparent, collaborative and supportive culture - we are looking for people who have a growth mindset, are curious and innovative, and drive results. Our team is smart, but humble, hard working with lots of fun sprinkled in. Above all, our team is driven by our noble mission and we hold ourselves accountable to delivering to our customers every single day.

The Finite State platform brings visibility and control to the supply chains that create connected devices and embedded systems—all in a simple to use platform and at the scale manufacturers need to keep device production on time and on budget. After unpacking and analyzing every file, configuration, and setting in a firmware build, the platform generates a complete bill of materials for software components, identifies known and 0-day vulnerabilities, shows a contextual risk score, and provides actionable insights that product teams can use to secure their software.

We are proud to be an equal employer opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Finite State is committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.