C
$145,000 – $175,000
Listed on Crusoe’s own careers site. You apply with them directly — we never stand between you and the employer.
What this role is
This role manages the path that customer issues take from support teams to engineering when problems require deeper investigation. You'll own escalation workflows, track incidents through resolution, identify systemic issues, and work to reduce how often escalations are needed in the first place.
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 or incident.io, and Slack
- Clear communication under pressure with customers, engineers, and executives
- Ability to influence without authority and hold cross-functional teams accountable
- 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