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Crusoe is a vertically integrated AI infrastructure company building energy-efficient solutions to power the world's most ambitious AI workloads. As a Senior Incident Manager, you will lead the response to critical incidents, coordinating cross-functional teams and driving resolution while maintaining clear communication with customers and internal stakeholders.
You will own the full incident lifecycle: leading response efforts during high-visibility technical incidents and enterprise escalations, coordinating responders across teams to ensure rapid service restoration, and serving as a bridge between Customer Success and engineering/product teams. You'll manage status page communications with judgment about what level of detail customers need, own the production of customer-facing root cause analyses (RCAs) that translate technical incident data into clear narratives for enterprise customers and executives, and ensure corrective actions are properly documented and tracked.
Beyond incident response, you'll maintain incident metrics and reporting (response time, resolution time, RCA delivery time), develop training materials and knowledge base articles, design and implement incident response strategies to scale the function as the company grows, and participate in on-call rotation (10am–10pm, 5 days per week).
This role requires strong written communication skills, the ability to translate technical ambiguity into structured narratives for non-technical audiences, and sound judgment about what can and should be communicated to customers. You'll need to understand incident management best practices, be comfortable working with data to track trends, and have working familiarity with Linux, virtualization, and Kubernetes—enough to engage credibly with infrastructure teams during incidents without being the one troubleshooting.
Requirements:
- Background on an enterprise customer support team or direct experience working with enterprise customers
- Strong written communication skills; ability to turn technical 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 vs. detailed
- Logical, structured thinking with solid grounding in incident management processes and best practices
- Comfortable working with data to track and report on trends
- Working familiarity with Linux, virtualization, and Kubernetes
Bonus:
- Experience working with customers in a startup environment
- Background in cloud infrastructure or AI-focused environments
- Understanding of virtualization and orchestration/scheduling technologies (Slurm or Kubernetes)
- Hands-on experience with Linux, virtualization, or Kubernetes
- Understanding of the TCP/IP stack
- Understanding of Infrastructure-as-Code (IaC) practices
