Crusoe
Senior Incident Manager
San Francisco, CA - US. Posted a month ago
The role
You will lead the response to technical incidents and enterprise customer escalations. You will coordinate responders, manage communications, and drive the post-incident review process to produce root cause analyses.
What you will do
- Lead end-to-end management of high-visibility technical incidents and enterprise customer escalations
- Coordinate the response effort across teams during an incident
- Act as a bridge between Customer Success and internal engineering/product teams
- Own status page communications
- Own end-to-end production of customer-facing root cause analyses
- Ensure proper documentation of internal corrective actions
- Maintain and report on core incident metrics
- Develop and deliver training materials, internal documentation, and knowledge base articles
- Design and implement incident response strategies and self-serve support processes
- Participate in on-call rotation
Required qualifications
- Background on an enterprise customer support team, or direct experience working with enterprise customers
- Strong written communication
- Understands the nuances of what can and cannot be communicated to customers
- Strong judgment on communication level
- Sound judgment on transparency
- Logical, structured thinker with a 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
Nice to have
- 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
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.