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

Finite State is looking for a Customer Support Specialist. As a Customer Support Specialist, you will be the frontline of our customer support team, responsible for responding to customers via chat and email, addressing customer inquiries, resolving issues, and ensuring a positive customer experience. You will play a key role in maintaining customer satisfaction and building strong relationships with our valued customers.

You must be based in the US. East coast timezone location is strongly preferred.

Research shows that women and those in underrepresented groups tend to apply only if they meet 100% of the requirements in a job description. If you think you have what it takes, but don’t check off every box - please still get in touch! We’d love to learn more about your experience and what motivates you to see if you’d be a great fit.

As a Customer Support Specialist, you will:

• Provide prompt and courteous assistance to customers via email and live chat, leveraging AI tools when appropriate.
• Address customer inquiries, troubleshoot issues, and provide solutions in a timely and efficient manner.
• Develop a deep understanding of our products/services to effectively assist customers with their questions and concerns.
• Stay informed about product updates and communicate relevant information to customers.
• Investigate and resolve customer complaints, escalating issues to the appropriate internal teams when necessary in collaboration with Customer Success Managers and Technical Account Managers
• Document customer interactions and solutions for future reference and continuous improvement
• Communicate clearly and effectively with customers, ensuring that information is conveyed accurately and comprehensively.
• Collaborate with internal teams to share customer feedback and contribute to the improvement of products and processes.
• Provide guidance and education to customers on the use and features of our products/services.
• Assist in creating and updating internal support documentation and knowledge base articles.
• Champion our mission to protect our connected world

What we’re looking for:

• High school diploma or equivalent; college degree preferred.
• Proven experience in a customer service or support role.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and collaboratively in a team-oriented environment.
• Familiarity with Intercom and Salesforce is a plus.
• A passion for learning and a willingness to pitch in across the entire business

It’s a plus if you also have:

• Experience deploying and maintaining physical and virtual appliances
• Experience in software risk identification and reduction methodologies
• Experience with product security regulations and standards such as EO 14028, IEC 62243, OWASP IoT, NIST IoT security guidance, IoTSF, etc.

Success path

• In 30 days, you will: become familiar with our customers' needs, our team, and the solutions we deliver
• In 60 days, you will: answer inbound customer inquiries and work with other CSMs and TAMs.
• In 90 days, you will: be an expert in using the Finite State product and can proactively and reactively work with customers as needed independently.

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.