Escalations Lead, AI Infrastructure

US Health Partners, LLC; San Francisco (CA); On-site; USD 145,000 - 200,000; Full time

Benefits offered by this job

Equity

Paid time off

Health insurance

401(k)

Professional development

Mental health support

Commuter benefits

Job summary

Crusoe is seeking an Escalation Manager to own the end-to-end lifecycle of customer-impacting incidents. You will coordinate across Support Engineering, Product, and SRE to drive faster resolutions and reduce escalation rates.

The role demands deep cloud infrastructure knowledge, strong data skills, and the ability to influence without formal authority. Reporting to the Director, Customer Support Engineering, you will build dashboards, define escalation criteria, and ensure effective

Qualifications

• 5+ years in technical support, escalation management, or SRE in cloud/SaaS.
• 2+ years owning escalations spanning multiple engineering teams.
• Solid foundation in cloud infra including Linux, networking, virtualization, and Kubernetes.
• Track record of reducing escalation volume or resolution time.
• Comfort with data and dashboards (SQL/Looker/Tableau/Sheets).
• Hands-on with Zendesk, Jira, incident.io, and Slack.
• Calm, clear communication under pressure with customers and executives.
• Ability to influence without authority in a fast-growing org.
• Experience joining incident response for customer-impacting events.

Responsibilities

• Define and maintain escalation criteria, severity, and handoffs.
• Publish reports on escalation metrics for leadership.
• Improve tooling between support platform and engineering trackers.
• Own end-to-end lifecycle of escalations from intake to closure.
• Maintain a single source of truth for active escalations.
• Own the supportability backlog with Product.
• Lead reduction initiatives for escalation rate and time to resolve.
• Act as primary bridge between Support Engineers and Engineering.
• Run recurring escalation reviews with Engineering.
• Join incident responses and communicate status to customers.
• Provide clear status updates to customers and leadership.
• Advocate for better logging, diagnostics, observability, and self-service tooling.
• Bring customer voice into product planning with data.
• Review escalations to identify recurring issues.
• Feed findings into postmortems and knowledge base.
• Coach support engineers to own cases end to end.

Skills

Escalation management

Incident management

SRE/operations

Cloud infrastructure

Linux

Networking

Kubernetes

Data dashboards

Tools

Zendesk

Jira

incident.io

Slack

Job description

Crusoe is seeking an Escalation Manager to own the end-to-end lifecycle of customer-impacting incidents. You will coordinate across Support Engineering, Product, and SRE to drive faster resolutions and reduce escalation rates.

The role demands deep cloud infrastructure knowledge, strong data skills, and the ability to influence without formal authority. Reporting to the Director, Customer Support Engineering, you will build dashboards, define escalation criteria, and ensure effective