AI Infrastructure Escalations Manager

Crusoe; San Francisco (CA); On-site; USD 140,000 - 210,000; Full time

Job summary

Crusoe is seeking an Escalation Manager to bridge the gap between Customer Support Engineering and Engineering. You will own escalation pathways, ensure timely communication to customers and stakeholders, and drive improvements based on incident learnings.

You will work with Support and Engineering to reduce escalation rates and time to resolution while building stronger processes and playbooks for faster, more reliable issue handling.

Qualifications

• 5+ years in technical support, support engineering.

Responsibilities

• Define and maintain escalation criteria, severity definitions, and handoff standards for escalation readiness.
• Publish and analyze escalation reporting: volume, time to engage, time to resolve, aging, top drivers by product area and customer.
• Improve tooling and workflows between support platform and engineering trackers to speed escalations.
• Own end-to-end lifecycle of every escalation: intake, triage, routing, follow-through, closure.
• Maintain a single source of truth for active escalations with clear ownership and ETA.
• Own the supportability backlog with Product and track requests through delivery.

Skills

Technical support

Tools

Zendesk

Jira

Job description

Crusoe is seeking an Escalation Manager to bridge the gap between Customer Support Engineering and Engineering. You will own escalation pathways, ensure timely communication to customers and stakeholders, and drive improvements based on incident learnings.

You will work with Support and Engineering to reduce escalation rates and time to resolution while building stronger processes and playbooks for faster, more reliable issue handling.