Senior Incident Manager — Enterprise RCAs & Comms

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

Benefits offered by this job

Equity

Paid time off

Health insurance

Professional development

Job summary

Crusoe is seeking a Senior Incident Manager to lead end-to-end incident response for enterprise customers, coordinating across teams, delivering clear customer communications, and driving post-incident reviews.

You will own RCA creation, incident metrics, and documentation of corrective actions, while engaging with Linux, virtualization, and Kubernetes in a scalable startup environment. On-call coverage is required.

Qualifications

• Background in enterprise customer support or working with enterprise customers.
• Strong written communication to translate technical incident detail for non-technical audiences.
• Judgment on what to communicate to customers and what to document in writing.

Responsibilities

• Lead end-to-end management of high-visibility incidents and customer escalations.
• Coordinate the response across teams and ensure focused direction during incidents.
• Own post-incident reviews and write customer-facing root cause analyses (RCA).
• Maintain incident metrics and reporting; document corrective actions.
• Develop training material and knowledge base for teams and customers.
• Participate in on-call rotation (10am–10pm, 5 days per week).

Skills

Incident management

Communication

Data analysis

Linux

Kubernetes

Tools

Linux

Kubernetes

Job description

Crusoe is seeking a Senior Incident Manager to lead end-to-end incident response for enterprise customers, coordinating across teams, delivering clear customer communications, and driving post-incident reviews.

You will own RCA creation, incident metrics, and documentation of corrective actions, while engaging with Linux, virtualization, and Kubernetes in a scalable startup environment. On-call coverage is required.