Senior Incident Leader for Enterprise Uptime & RCA

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

Benefits offered by this job

Equity

RSUs

Paid time off

Health insurance

HSA contributions

Parental leave

Life insurance

Tuition reimbursement

Mental health support

Commuter benefits

401(k) match

Volunteer time off

Travel insurance

Job summary

Crusoe is seeking a Senior Incident Manager to lead end-to-end response for high-visibility incidents and customer escalations. You will coordinate across teams, own communications, and ensure post-incident reviews are completed with clear RCA documentation for enterprise customers and executives.

You’ll shape incident management processes as we scale, collaborate with Customer Success and engineering, and maintain incident metrics and preventative actions.

Qualifications

• Experience working with enterprise customers or on an enterprise support team.
• Strong written communication—translate technical details into clear narratives for non-technical audiences.
• Solid understanding of incident management processes and best practices.

Responsibilities

• Lead end-to-end management of high-visibility technical incidents and enterprise escalations.
• Coordinate the incident response across teams without troubleshooting the issue yourself.
• Bridge between Customer Success and engineering/product teams to translate feedback into actions.
• Own status page communications and determine the right level of detail for customers.
• Produce customer-facing root cause analyses and postmortems.
• Document corrective actions and drive improvements to product reliability.
• Track and report core incident metrics and ensure data accuracy.
• Develop training materials and knowledge base content for teams and customers.
• Design incident response strategies and self-serve processes to scale.

Skills

Enterprise customer support

Written communication

Incident management

Data analysis

Linux

Kubernetes

Communication judgment

Tools

Kubernetes

Slurm

Job description

Crusoe is seeking a Senior Incident Manager to lead end-to-end response for high-visibility incidents and customer escalations. You will coordinate across teams, own communications, and ensure post-incident reviews are completed with clear RCA documentation for enterprise customers and executives.

You’ll shape incident management processes as we scale, collaborate with Customer Success and engineering, and maintain incident metrics and preventative actions.