← All roles

Escalations Manager

Crusoe· Cloud Go-To-Market (GTM)
Apply on company site
San Francisco, CA - US$145k - $200k + equityContractPosted 2w ago

About the role

Escalations Manager responsible for end-to-end lifecycle of customer-impacting escalations, bridging Support Engineering and Engineering, driving down escalation rate and improving supportability.

Responsibilities

  • Define and maintain escalation criteria, severity definitions, and handoff standards so support engineers know when to escalate, how to escalate, and what an escalation-ready case looks like
  • Build and publish reporting on escalation volume and rate, time to engage, time to resolve, aging, and top drivers by product area and customer, for Support, Engineering, and Product leadership to use in their decisions
  • Improve the tooling and workflows between the support platform and engineering trackers, such as Zendesk and Jira, so escalations move faster with less manual work
  • Own the end-to-end lifecycle of every escalation from Support to Engineering: intake, triage, routing, follow-through, and closure
  • Keep a single source of truth for all active escalations and customer-impacting incidents, each with a clear owner, next step, and ETA, so nothing ages without someone noticing
  • Own the supportability backlog with Product, track requests through to delivery, and close the loop with the support team on what shipped
  • Own escalation rate as a core KPI, set reduction targets with the Director, and lead the initiatives that bring escalation rate and time to resolve down quarter over quarter
  • Act as the primary bridge between Support Engineers and Engineering teams, unblocking stalled issues and escalating further when needed
  • Run recurring escalation reviews with Engineering to keep aging issues moving
  • Join incident response for customer-impacting events: coordinate support-side communication, track affected customers, and make sure follow-ups land after resolution
  • Give clear, timely status updates to customers, account teams, and leadership on high-severity and high-visibility issues
  • File, prioritize, and advocate for supportability requests with Product, including better logging, diagnostics, observability, error messages, self-service tooling, and internal admin capabilities that let Support resolve issues without Engineering
  • Bring the customer's voice into product planning with data, not anecdotes
  • Review escalations regularly to identify recurring issues, product gaps, knowledge gaps, and process breakdowns
  • Feed findings into postmortems, runbooks, and knowledge base articles, and partner with the Senior Manager, Customer Support on training that closes the gaps the escalation data reveals
  • Coach support engineers to troubleshoot further, own cases end to end, and actively drive their escalations instead of handing them off

Qualifications

  • 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in a cloud, infrastructure, or SaaS environment
  • 2+ years owning escalations or incidents that span multiple engineering teams
  • A solid technical foundation in cloud infrastructure, including Linux, networking, virtualization, and Kubernetes: enough to read logs, follow a technical investigation, and hold your own with engineers
  • A 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, in writing and live, with customers, engineers, and executives
  • The ability to influence without authority and hold cross-functional teams to their commitments
  • Experience in a fast-paced organization going through rapid growth

Skills

Required:Escalation managementCross-functional coordinationData storytelling / dashboards

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 stipend
  • 401(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
Last updated Oct 7, 2026. Interested? Apply on the company site.

About Crusoe

The AI factory company | Renewable-powered AI infrastructure

Crusoe provides next-gen AI infrastructure and cloud compute using an energy-first approach. Deploy AI workloads at scale with reliable performance and 24/7 support.

AI infrastructureData centersEdge computingGPU computingRenewable energycloud computeenergy-first approachsetter-30
Company profileWebsite

More open roles at Crusoe