Escalations & Incident Management Lead

Crusoe Energy Systems; Seattle (WA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Health & wellbeing benefits

401(k) match

Mental wellness resources

Job summary

Crusoe Energy Systems seeks an Escalation Manager to own the end-to-end lifecycle of customer-impacting escalations across Support and Engineering. You will drive engagement, track metrics, and collaborate with Product to reduce escalation rates while improving tooling and processes.

Strong data skills and prior SRE/support experience are essential for this role. You will report to the Director, Customer Support Engineering within Cloud Go-To-Market and help build a fast, transparent path from

Qualifications

• 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in cloud, infrastructure, or SaaS
• Ability to influence without authority and hold cross-functional teams to commitments
• 2+ years owning escalations or incidents spanning multiple engineering teams
• Experience in fast-growing organizations
• Solid foundation in cloud infrastructure (Linux, networking, virtualization, Kubernetes)
• Track record of reducing escalation volume or resolution time
• Comfort with data: building dashboards and reporting
• Experience with Zendesk, Jira, incident.io, Slack; strong communication
• Experience with GPU compute or HPC networking is a plus
• Background as support engineer or SRE and establishing escalation function

Responsibilities

• Own end-to-end lifecycle of escalations from intake to closure
• Coordinate with multiple engineering teams to engage the right engineers
• Maintain a single source of truth for active escalations and incidents
• Publish reports on escalation volume, time to engage, time to resolve and top drivers
• Improve tooling and workflows between support and engineering trackers
• Drive reduction of escalation rate quarter over quarter
• Provide timely status updates to customers, account teams and leadership
• Lead postmortems, runbooks, and knowledge base improvements
• Coach engineers to resolve issues and own escalations
• Join incident response for customer-impacting events and communicate clearly

Skills

Cross-functional influence

Data-driven decision making

Strong communication

Cloud infrastructure knowledge

SLA/incident management

Automation scripting (Python/Bash)

Problem solving under pressure

Tools

Zendesk

Jira

incident.io

Slack

Looker

Tableau

Sheets

Job description

Crusoe Energy Systems seeks an Escalation Manager to own the end-to-end lifecycle of customer-impacting escalations across Support and Engineering. You will drive engagement, track metrics, and collaborate with Product to reduce escalation rates while improving tooling and processes.

Strong data skills and prior SRE/support experience are essential for this role. You will report to the Director, Customer Support Engineering within Cloud Go-To-Market and help build a fast, transparent path from