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Crusoe is a vertically integrated AI infrastructure company building the energy and compute stack to power the world's most ambitious AI workloads. As a Senior Incident Manager, you will lead the response to high-visibility technical incidents and enterprise customer escalations, coordinating cross-functional teams and driving resolution while maintaining clear communication with customers and internal stakeholders.
You will own the full incident lifecycle: coordinating response efforts across engineering and product teams (without troubleshooting the technical issue yourself), managing status page communications with appropriate transparency and judgment, and producing customer-facing root cause analyses (RCAs) that build trust with enterprise customers and executives. You'll also maintain incident metrics and reporting to track performance, ensure corrective actions are properly documented, and develop training materials and knowledge base articles as the function scales.
This role requires acting as a critical bridge between Customer Success and internal technical teams, translating frontline feedback into actionable incident response steps. You'll participate in on-call rotation (10am–10pm, 5 days per week) and have the opportunity to shape and enhance incident management processes as the company scales.
Key responsibilities include: leading end-to-end management of technical incidents and enterprise escalations; coordinating response across teams; owning status page communications and customer-facing RCAs; documenting corrective actions; maintaining incident metrics; developing training and knowledge resources; designing incident response strategies; and participating in on-call coverage.
Requirements:
- Background on an enterprise customer support team or direct experience working with enterprise customers
- Strong written communication skills; ability to translate technical, ambiguous incident details into clear, structured narratives for non-technical audiences
- Understanding of what can and cannot be communicated to customers, including documentation requirements
- Sound judgment on communication level and transparency—knowing when to stay high-level versus detailed
- Logical, structured thinker with solid grounding in incident management process and best practices
- Comfortable working with data to track and report on trends
- Working familiarity with Linux, virtualization, and Kubernetes; comfortable engaging credibly with infrastructure and technical responders without needing to troubleshoot
Bonus qualifications: experience in startup environments with enterprise customers; background in cloud infrastructure or AI-focused environments; understanding of virtualization, orchestration/scheduling technologies (Slurm or Kubernetes), TCP/IP stack, or Infrastructure-as-Code (IaC) practices; hands-on Linux or Kubernetes experience.
