Escalations Lead for AI Infrastructure

Candidate; San Francisco (CA); Sur place; USD 145 000 - 200 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Equity / RSUs

Health, dental & vision insurance

401(k) with company match

Paid time off

Parental leave

Professional development

Mental health & wellness support

Commuter benefits

Daily meals allowance

Résumé du poste

Crusoe is seeking an Escalation Manager to join the Cloud Go-To-Market team. You will coordinate across Support, Engineering, and Product to drive fast, reliable resolutions for customer-impacting incidents and translate learnings into improvements.

You’ll own end-to-end escalation lifecycles, build reporting, and push for reduced escalation rates while ensuring clear, timely updates to customers and stakeholders.

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.
• A solid technical foundation in cloud infrastructure, including Linux, networking, virtualization, and Kubernetes.
• A 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) and turning them into clear recommendations.

Responsabilités

• Define and maintain escalation criteria, severity definitions, and handoff standards so support engineers know when to escalate and what an escalation-ready case looks like.
• Build and publish reporting on escalation volume and rate, time to engage, time to resolve, aging, and top drivers by product area and customer.
• Improve tooling and workflows between the support platform and engineering trackers (Zendesk, Jira) for faster escalations.
• Own the end-to-end lifecycle of every escalation from Support to Engineering: intake, triage, routing, follow-through, and closure.
• Keep a single source of truth for all active escalations and incidents, each with an owner, next step, and ETA.
• Own the supportability backlog with Product and track requests through to delivery.
• Lead initiatives to reduce escalation rate and time to resolve quarter over quarter.
• Act as the primary bridge between Support Engineers and Engineering teams.
• Run recurring escalation reviews with Engineering to keep aging issues moving.
• Join incident response for customer-impacting events and coordinate communications.
• Provide clear status updates to customers, account teams, and leadership on high-severity issues.
• File and advocate for supportability requests with Product and improve logging, diagnostics, and tooling.
• Bring the customer’s voice into product planning with data.
• Review escalations to identify recurring issues and gaps, feeding findings into postmortems and knowledge bases.
• Coach support engineers to own cases end-to-end and escalate as needed.

Connaissances

Escalation management

Cloud infrastructure

Linux

Networking

Kubernetes

Data dashboards

SQL

Looker/Tableau

Zendesk/Jira

Incident.io

Slack

Communication under pressure

Influence without authority

SRE/incident response

Outils

Zendesk/Jira

Description du poste

Crusoe is seeking an Escalation Manager to join the Cloud Go-To-Market team. You will coordinate across Support, Engineering, and Product to drive fast, reliable resolutions for customer-impacting incidents and translate learnings into improvements.

You’ll own end-to-end escalation lifecycles, build reporting, and push for reduced escalation rates while ensuring clear, timely updates to customers and stakeholders.