C
$145,000 – $200,000
Listed on Crusoe’s own careers site. You apply with them directly — we never stand between you and the employer.
What this role is
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. The full posting is on their site.
Skills this role names
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What they ask for
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