Escalations Manager, AI Infra & Incident Leadership

AI Chopping Block, Inc.; San Francisco (CA); On-site; USD 145,000 - 200,000; Full time

Benefits offered by this job

Equity

Paid time off

Health insurance

HSA contributions

Parental leave

Life insurance

Professional development

Mental health support

Commuter benefits

Cell phone stipend

401(k) match

Volunteer time off

Travel insurance

Meals allowance

Job summary

Crusoe Cloud seeks an Escalation Manager to own the end-to-end path from customer escalation to engineering resolution. You’ll coordinate Support Engineering, Product, SRE, and Data Center Ops to reduce incident time and improve supportability.

You’ll publish metrics, drive process improvements, and ensure timely customer updates. You’ll partner with the Senior Manager to elevate support depth and empower engineers to own cases, strengthening the bridge between Support and Engineering.

Qualifications

• 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations
• 2+ years owning escalations or incidents that span multiple engineering teams
• Solid technical foundation in cloud infrastructure: Linux, networking, virtualization, and Kubernetes
• 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
• Hands-on experience with tools such as Zendesk, Jira or incident.io, and Slack
• Calm, clear communication under pressure with customers, engineers, and executives
• Ability to influence without authority and hold cross-functional teams to commitments
• Experience in a fast-paced organization going through rapid growth

Responsibilities

• Define and maintain escalation criteria, severity definitions, and handoff standards
• Build and publish reporting on escalation metrics for leadership
• Improve tooling and workflows between support and engineering trackers
• Own the end-to-end lifecycle of every escalation from intake to closure
• Maintain a single source of truth for active escalations with clear ownership
• Own the supportability backlog with Product and track requests to delivery
• Lead initiatives to reduce escalation rate and time to resolve
• Unblock stalled issues and escalate further when needed
• Join incident response for customer-impacting events and coordinate communications
• Provide timely status updates to customers, account teams, and leadership
• File, prioritize, and advocate for better logging, diagnostics, and self-service tooling
• Bring customer feedback into product planning with data
• Review escalations to identify recurring issues and gaps
• Feed findings into postmortems, runbooks, and knowledge articles
• Coach support engineers to own cases end to end and escalate proactively

Skills

Support engineering

Escalation ownership

Cloud infrastructure

Linux

Networking

Kubernetes

Data & dashboards

Zendesk/Jira/incident.io

Slack

Cross-functional influence

Calm communication

Fast-paced environment

Tools

Zendesk

Jira

incident.io

Slack

Job description

Crusoe Cloud seeks an Escalation Manager to own the end-to-end path from customer escalation to engineering resolution. You’ll coordinate Support Engineering, Product, SRE, and Data Center Ops to reduce incident time and improve supportability.

You’ll publish metrics, drive process improvements, and ensure timely customer updates. You’ll partner with the Senior Manager to elevate support depth and empower engineers to own cases, strengthening the bridge between Support and Engineering.