Crusoe
Senior Escalation Manager
San Francisco, CA - US. Posted 23 days ago
The role
You will own the end-to-end lifecycle of customer escalations and incidents. You will act as the bridge between Customer Support and Engineering to reduce escalation rates and improve supportability.
What you will do
- Define and maintain escalation criteria, severity definitions, and handoff standards
- Build and publish reporting on escalation volume, rate, and resolution time
- Improve tooling and workflows between support platforms and engineering trackers
- Own the end-to-end lifecycle of every escalation from intake to closure
- Maintain a single source of truth for all active escalations and incidents
- Own the supportability backlog with Product
- Own escalation rate as a core KPI and lead reduction initiatives
- Act as the primary bridge between Support Engineers and Engineering teams
- Run recurring escalation reviews with Engineering
- Join incident response for customer-impacting events
Required qualifications
- 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 that span 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
- Comfort with data: building dashboards and reports (SQL, Looker, Tableau, Sheets, or similar)
- Hands-on experience with tools such as Zendesk, Jira or incident.io, and Slack
- Calm, clear communication under pressure, in writing and live, with customers, engineers, and executives
- The ability to influence without authority and hold cross-functional teams to their commitments
- Experience in a fast-paced organization going through rapid growth
Nice to have
- Experience with GPU compute, HPC, InfiniBand or RoCE networking, or AI/ML training and inference infrastructure
- A 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
Benefits
- Competitive compensation and equity packages
- Restricted Stock Units
- Paid time off, paid holidays & leave of absence programs
- Comprehensive health, dental & vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance, short-term and long-term disability
- Professional development & tuition reimbursement
- Mental health & wellness support
- Commuter benefits (parking & transit)
- Cell phone stipend
- 401(k) Retirement plan with company match up to 4% of salary
About the company
Crusoe is a vertically integrated AI infrastructure company that owns and operates each layer of the stack to power AI workloads. They use an energy-first approach to solve power bottlenecks for AI compute.