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Salary: USD 145,000 - 200,000 / annual
Crusoe is a vertically integrated AI infrastructure company powering the world's most ambitious AI workloads. The company owns and operates each layer of the stack—from electrons to tokens—with an energy-first approach to solve AI compute bottlenecks.
As Escalations Manager, you will own the end-to-end path from customer issue report to root cause resolution across multiple teams: Support Engineering, Product Engineering, SRE, Networking, Storage, and Data Center Operations. Reporting to the Director of Customer Support Engineering within Cloud Go-To-Market, you will serve as the bridge between Customer Support and Engineering teams.
Key responsibilities include:
- Define and maintain escalation criteria, severity definitions, and handoff standards
- Build and publish reporting on escalation volume, rate, time to engage, time to resolve, and aging by product area and customer
- Improve tooling and workflows between support platforms (Zendesk) and engineering trackers (Jira)
- Own the complete lifecycle of every escalation: intake, triage, routing, follow-through, and closure
- Maintain a single source of truth for all active escalations with clear owners, next steps, and ETAs
- Own the supportability backlog with Product and track requests through delivery
- Set and drive escalation rate reduction targets as a core KPI
- Act as primary bridge between Support Engineers and Engineering teams, unblocking stalled issues
- Run recurring escalation reviews with Engineering
- Coordinate support-side communication during customer-impacting incidents
- Provide clear, timely status updates to customers, account teams, and leadership
- File, prioritize, and advocate for supportability requests with Product (logging, diagnostics, observability, error messages, self-service tooling)
- Bring customer voice into product planning with data
- Review escalations to identify recurring issues, product gaps, and process breakdowns
- Feed findings into postmortems, runbooks, and knowledge base articles
- Coach support engineers to troubleshoot further and own cases end-to-end
You will work alongside the Senior Manager of Customer Support, who leads the Support Engineering team. Together, you'll help support engineers take greater ownership of their cases and reduce the need for escalations over time.
Requirements:
- 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
- Solid technical foundation in cloud infrastructure: Linux, networking, virtualization, and Kubernetes (able to read logs, follow technical investigations, and engage with engineers)
- Track record of reducing escalation volume or resolution time through process, tooling, or product changes
- Comfort with data: building dashboards and reports (SQL, Looker, Tableau, Sheets, or similar) and translating them into clear recommendations
- Hands-on experience with Zendesk, Jira or incident.io, and Slack
- Calm, clear communication under pressure in writing and live with customers, engineers, and executives
- Ability to influence without authority and hold cross-functional teams to commitments
- Experience in fast-paced organizations undergoing rapid growth
Bonus qualifications:
- 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 (Python, Bash)
- ITIL or other incident and problem management certification
