Customer Solutions Engineer, Finite State
+ Equity
All-in-one connected security platform
Open for applications
All-in-one connected security platform
21-100 employees
Open for applications
+ Equity
21-100 employees
Company mission
To protect our connected world.
Role
Who you are
- 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
What the job involves
- 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
- You'll 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
- 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
- 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)
- Prep demo/PoV environments (sample data, users, integrations)
- Build scripts or queries to showcase workflows
- Capture discovery notes and translate into repeatable demo storylines
Our take
Widespread adoption of technologies such as the Internet of Things and embedded systems are on the rise. However, this surge in technological integration brings with it a growing concern over potential vulnerabilities within the supply chain. Addressing this issue head-on is Finite State, specializing in providing security solutions for infrastructure and connected devices, primarily by offering comprehensive and transparent insights into the supply chains and files associated with firmware production.
The spotlight on cyber threats has increasingly turned to firmware, with a staggering five-fold rise in firmware attacks in recent years. Finite State asserts that its approach to countering this escalating threat is unparalleled in the market, potentially giving the company a significant advantage over other startups in the competition. Finite State has already carved out a distinctive reputation, notably through its 2019 exposé highlighting numerous vulnerabilities in Huawei's networking products.
Despite the growing awareness among enterprises regarding the looming threat of firmware attacks, reports suggest that most companies are currently underinvesting in firmware security. However, as the threat landscape evolves, a shift in this trend is anticipated. Should this change materialize, Finite State's offerings position the company to capitalize on emerging opportunities in the realm of firmware security.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
57% employee growth in 12 months
Company
Company benefits
- The Usuals: We offer equity for everyone. Medical, dental, vision covered, 401k, short and long-term disability, and life insurance
- Work-life synergy: We take time off and flexibility seriously. Our team is fully remote all across the US, enjoys unlimited PTO, and is entitled to 12 weeks of parental leave
- Mission driven team: We are a team of experts and dedicated professionals—but more than that, we are a diverse group of individuals who support one another in our work and in our mission
- Transparent culture: With bi-weekly business updates, an open-door policy with the executive team, a fireside chat series with our board and other stakeholders, we make sure that everyone on the team has access to what’s going on throughout the company
- Social & supportive environment: We work hard to ensure that Finite State is a fun, comfortable place to work no matter your background. Teams work together to ensure that everyone feels supported and has their needs met, and our vibrant social calendar gives us a myriad of opportunities to kick back and have a good time
Company HQ
Short North Arts District, Columbus, OH
Leadership
Matt Wyckhouse
(Founder & CEO)Studied Computer Science at Ohio State. Previously CTO of Cyber Innovations at Battelle, and then Product Manager at Redacted.
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