# Escalations Manager

Hiring organization: [Crusoe](https://career.thegoodapps.co/organizations/crusoe)

Canonical page: https://career.thegoodapps.co/jobs/e7e75b43-33f6-4a3b-b014-95eef8db1688

Listed on Crusoe's own careers site. Applications go to them directly.

- Employment type: full time
- Seniority: Mid
- Location: San Francisco, CA
- Salary: 145000 – 200000 USD per year

## Summary

Crusoe Cloud seeks an Escalations Manager to own the handoff between customer support and engineering teams, ensuring rapid resolution of customer-impacting incidents across their AI infrastructure platform. You'll build processes and dashboards to track escalations, reduce resolution time, and feed product improvements back to the engineering teams.

_Our summary, not Crusoe's wording._

## Skills named

Bash (Scripting), Jira, Kubernetes, Linux, Looker, Python, SQL, Tableau, Zendesk

## Required

- 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in a cloud, infrastructure, or SaaS environment
- 2+ years owning escalations or incidents spanning multiple engineering teams
- Technical foundation in cloud infrastructure including Linux, networking, virtualization, and Kubernetes
- Track record of reducing escalation volume or resolution time through process, tooling, or product changes
- Ability to build dashboards and reports using SQL, Looker, Tableau, Sheets or similar tools
- Hands-on experience with Zendesk, Jira, incident.io, and Slack
- Clear communication under pressure with customers, engineers, and executives
- Ability to influence without authority and hold cross-functional teams to commitments
- Experience in a fast-paced organization undergoing rapid growth

## Nice to have

- Experience with GPU compute, HPC, InfiniBand or RoCE networking, or AI/ML training and inference infrastructure
- Background as a support engineer or SRE before moving into escalation management
- Experience standing up an escalation or problem management function from scratch
- Scripting or automation skills in Python or Bash
- ITIL or other incident and problem management certification

Apply on Crusoe's site: https://jobs.ashbyhq.com/Crusoe/1557a2a0-d13d-46bd-aeb2-111e6bd86262/application