Senior Incident Commander & RCA Lead

Linuxconfig; San Francisco (CA); On-site; USD 145,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Equity

Paid time off & holidays

Health, dental & vision insurance

Parental leave

401(k) with company match

Job summary

Crusoe is hiring a Senior Incident Manager to lead incident response for enterprise customers, coordinate cross-functional teams, and own post-incident analysis and reporting. You will craft clear customer communications, drive RCA outcomes, and document corrective actions to improve platform reliability.

The role emphasizes collaboration with Customer Success and Engineering, with on-call rotation and a focus on scalable processes in a rapidly growing AI infrastructure environment.

Responsibilities

• Lead end-to-end management of high-visibility technical incidents and enterprise customer escalations, ensuring rapid restoration of services and effective communication throughout the lifecycle.
• Coordinate the response effort across teams during an incident — you won't be troubleshooting the technical issue yourself, but you'll work closely with responders to determine which teams are needed and ensure everyone stays focused in the right direction.
• Act as a critical bridge between Customer Success and internal engineering/product teams, translating frontline feedback into actionable incident response steps.
• Own status page communications — determining the right level of detail and the best way to frame updates so customers get clear, useful information.
• Own end-to-end production of customer-facing root cause analyses — translating incident data into clear, structured writing for enterprise customers and executives.
• Ensure proper documentation of internal corrective actions coming out of incidents, driving improvements to the reliability of our products and platform.
• Maintain and report on core incident metrics (response time, resolution time, time to RCA delivery), ensuring incident data is accurate and complete.
• Develop and deliver training materials, internal documentation, and knowledge base articles for teammates and customers.
• Design and implement incident response strategies and self-serve support processes to scale the function as the team grows.
• Participate in on-call rotation, 10am–10pm coverage, 5 days per week, providing a reliable safety net for critical service interruptions.

Job description

Crusoe is hiring a Senior Incident Manager to lead incident response for enterprise customers, coordinate cross-functional teams, and own post-incident analysis and reporting. You will craft clear customer communications, drive RCA outcomes, and document corrective actions to improve platform reliability.

The role emphasizes collaboration with Customer Success and Engineering, with on-call rotation and a focus on scalable processes in a rapidly growing AI infrastructure environment.