Customer Solutions Engineer

Finite State

106d

About The Position

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.

Requirements

• 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
• Clear, empathetic communicator—able to translate technical detail into customer-friendly language
• Organized and coachable

Nice To Haves

• Bonus: Python/Bash scripting; CI/CD (GitHub Actions/GitLab/Jenkins); familiarity with SBOM (CycloneDX/SPDX), CVE/CVSS, containers

Responsibilities

• 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

Benefits

• Investment: We offer learning stipends to support your professional development
• Equity: We offer equity so you can share in our growth and success

What This Job Offers

• Number of Employees: 101-250 employees