Crusoe designs, builds, and operates energy-first AI infrastructure. Its offerings include Crusoe Cloud for GPU-based training, fine-tuning, inference, and managed services, alongside AI-optimized data centers and energy infrastructure.

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Skills

Bash Cloud Infrastructure Escalation Management Incident Management Jira Kubernetes Linux Looker Networking Python Slack Sql Sre Tableau Virtualization Zendesk

Candidate Availability

Onsite · San Francisco · Required

Required and preferred rules are kept separate and reflect the wording in the original posting.

About the Role

You will manage the complete escalation lifecycle, define escalation standards, track incidents, and keep customers and stakeholders informed. You will improve support-to-engineering workflows, report escalation metrics, manage the supportability backlog, facilitate reviews, support incident response, and coach support engineers.

Requirements

5+ years of technical support, support engineering, escalation management, incident management, or SRE/operations experience
2+ years owning escalations or incidents across multiple engineering teams
Cloud infrastructure knowledge including Linux, networking, virtualization, and Kubernetes
Experience reducing escalation volume or resolution time
Dashboard and reporting experience using SQL, Looker, Tableau, Sheets, or similar tools
Experience with Zendesk, Jira or incident.io, and Slack
Cross-functional communication and influence skills

Responsibilities

Define escalation criteria, severity definitions, and handoff standards
Build reporting on escalation volume, resolution time, aging, and drivers
Improve workflows between support and engineering tracking tools
Own escalation intake, triage, routing, follow-through, and closure
Maintain a source of truth for active escalations and incidents
Manage the supportability backlog with Product
Set and lead initiatives to reduce escalation rates and resolution time
Coordinate support engineers and engineering teams on stalled issues
Run escalation reviews with Engineering
Coordinate support communication during customer-impacting incidents
Provide status updates to customers, account teams, and leadership
Identify recurring issues and contribute findings to postmortems, runbooks, and knowledge-base articles
Coach support engineers on troubleshooting and case ownership

Benefits

Equity packages
Restricted Stock Units
Paid time off, paid holidays, and leave-of-absence programs
Health, dental, and vision insurance
Employer HSA contributions
Paid parental leave
Life insurance and short- and long-term disability insurance
Tuition reimbursement
Mental health and wellness support
Commuter benefits
Cell phone stipend
401(k) matching up to 4% of salary
Volunteer time off
Global travel insurance and emergency assistance
Daily meals allowance