Senior Incident Manager

crusoe; Sunnyvale (CA); Vor Ort; USD 145.000 - 175.000; Vollzeit

Benefits dieser Stelle

Competitive compensation

Equity/RSUs

Paid time off

Health, dental, vision

401(k)

Zusammenfassung

Crusoe, a pioneer in AI infrastructure, is seeking a Senior Incident Manager in Sunnyvale to lead end-to-end incident response, coordinate across teams, and communicate clearly with leadership and customers during outages. You will own post-incident reviews and translate findings into customer-facing RCA reports that build trust with enterprise clients.

This full-time role shapes incident management processes as the company scales, partnering with Customer Success, Engineering, and Product to

Qualifikationen

• Enterprise customer support experience
• Strong written communication
• Judgment on what to disclose to customers
• Transparency and reporting discipline
• Familiarity with incident management processes
• Ability to work with data to track trends
• Comfort with Linux, virtualization, Kubernetes

Aufgaben

• Lead end-to-end management of high-visibility incidents and enterprise escalations; ensure rapid restoration and clear communications.
• Coordinate incident response across teams; determine required responders and maintain focus.
• Bridge Customer Success with Engineering/Product; translate feedback into action items.
• Own status page communications and framing updates for customers.
• Own end-to-end RCA production for customer-facing reports to executives.
• Document internal corrective actions and drive reliability improvements.
• Maintain core incident metrics and data accuracy for reporting.
• Develop training materials and knowledge base for teams and customers.
• Design incident response strategies and self-serve processes to scale.

Jobbeschreibung

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster.

We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI.

We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services.

If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe.

About This Role:

As a Senior Incident Manager at Crusoe, you'll lead the response when things go wrong, coordinating the right people across teams, driving urgency, and keeping everyone focused until customer-impacting issues are resolved. You'll own communication throughout that process, including internal updates that keep responders coordinated and leadership informed, and status page decisions that keep customers informed. Once an incident is resolved, you'll drive the post-incident review process, ensuring postmortems are written and debriefs are held on time, then translate those findings into a clear, customer-facing root cause analysis (RCA) that builds lasting trust with enterprise customers and executives. You'll also maintain the incident metrics and reporting that show how we're performing, and ensure preventative actions coming out of incidents are properly documented and tracked.

In this full-time position, you'll have the opportunity to shape and enhance our incident management processes as the team and company scale, improving how we detect, respond to, and learn from incidents. The ideal candidate combines strong incident coordination fundamentals with real experience writing customer-facing root cause analysis to enterprise customers, plus the analytical rigor to track and report on incident data, and basic technical fluency to engage credibly with infrastructure teams, without needing to be the one troubleshooting.

What You’ll Be Working On:

• Incident Response Leadership: 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.
• Incident Coordination: 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.
• Strategic Collaboration: Act as a critical bridge between Customer Success and internal engineering/product teams, translating frontline feedback into actionable incident response steps.
• Customer Communication & Judgment: Own status page communications — determining the right level of detail and the best way to frame updates so customers get clear, useful information. This requires more judgment at a startup, where communication practices are still being defined, versus larger, more established companies.
• RCA Ownership: Own end-to-end production of customer-facing root cause analyses — translating incident data into clear, structured writing for enterprise customers and executives.
• Corrective Action Documentation: Ensure proper documentation of internal corrective actions coming out of incidents, driving improvements to the reliability of our products and platform.
• Incident Metrics & Reporting: Maintain and report on core incident metrics (response time, resolution time, time to RCA delivery), ensuring incident data is accurate and complete.
• Knowledge Empowerment: Develop and deliver training materials, internal documentation, and knowledge base articles for teammates and customers.
• Process Innovation: Design and implement incident response strategies and self-serve support processes to scale the function as the team grows.
• On-Call Participation: Participate in on-call rotation, 10am–10pm coverage, 5 days per week, providing a reliable safety net for critical service interruptions.

What You’ll Bring to the Team:

• Background on an enterprise customer support team, or direct experience working with enterprise customers
• Strong written communication — able to turn technical, ambiguous incident detail into clear, structured narratives for a non-technical audience
• Understands the nuances of what can and cannot be communicated to customers, including what needs to be documented in writing
• Strong judgment on communication level — knowing what to filter out when reporting bad news, since each incident case is different
• Sound judgment on transparency — knowing when to stay high-level vs. go into detail
• Logical, structured thinker with a solid grounding in incident management process and best practices
• Comfortable working with data to track and report on trends, not just handling incidents in the moment
• Working familiarity with Linux, virtualization, and Kubernetes — comfortable enough to engage credibly with infrastructure and technical responders during an incident, without needing to be the one troubleshooting

Bonus Points:

• Experience working with customers in a startup environment, with an understanding of the complexities that come with it
• Background in cloud infrastructure or AI-focused environments
• Understanding of Virtualization and orchestration/scheduling technologies (Slurm or Kubernetes)
• Hands-on experience with Linux, virtualization, or Kubernetes
• Understanding of the TCP/IP stack
• Understanding of Infrastructure-as-Code (IaC) practices

What Makes This Role Compelling:

• Builder mentality welcome: the opportunity to create and refine incident management processes, leave a lasting imprint on the function, and grow alongside the team as it scales
• Real scaling story: the team has grown from 2 people covering 24x7 to a team of 5, with continued growth ahead — a chance to help scale the function without sacrificing quality
• Exposure to cutting-edge AI infrastructure across the full stack: compute, networking (SDN), storage (VAST), Kubernetes, and Slurm

Benefits:

• Competitive compensation and equity packages
• Restricted Stock Units
• Paid time off, paid holidays & leave of absence programs
• Comprehensive health, dental & vision insurance
• Employer contributions to HSA account
• Paid parental leave
• Paid life insurance, short-term and long-term disability
• Professional development & tuition reimbursement
• Mental health & wellness support
• Commuter benefits (parking & transit)
• Cell phone stipend401(k) Retirement plan with company match up to 4% of salary
• Volunteer time off
• Global travel insurance & emergency assistance
• Daily meals allowance
• Additional perks & programs specific to location

Compensation:

Compensation will be paid in the range of $145,000 – $175,000 + Bonus. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

Crusoe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, disability, genetic information, pregnancy, citizenship, marital status, sex/gender, sexual preference/ orientation, gender identity, age, veteran status, national origin, or any other status protected by law or regulation.