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Senior Incident Manager

Crusoe· Cloud Go-To-Market (GTM)
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San Francisco, CA - US$145k - $175kFull-timePosted 2w ago

About the role

Senior Incident Manager responsible for leading incident response, coordinating cross-team efforts, communicating with customers, owning post-incident reviews and RCAs, and driving continuous improvement of incident management processes at Crusoe.

Responsibilities

  • 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.
  • 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 reliability.
  • Incident Metrics & Reporting: Maintain and report on core incident metrics (response time, resolution time, time to RCA delivery).
  • Knowledge Empowerment: Develop and deliver training materials, internal documentation, and knowledge base articles.
  • Process Innovation: Design and implement incident response strategies to scale the function as the team grows.
  • On-Call Participation: Participate in on-call rotation, 10am–10pm coverage, 5 days per week.

Qualifications

  • Background on an enterprise customer support team, or direct experience working with enterprise customers.
  • Strong written communication — ability to turn technical, ambiguous incident detail into clear narratives for a non-technical audience.
  • Understanding of what can and cannot be communicated to customers, and what needs to be documented in writing.
  • Strong judgment on communication level and transparency in incident reporting.
  • Logical, structured thinker with solid grounding in incident management processes and best practices.
  • Comfortable working with data to track and report on trends.
  • Working familiarity with Linux, virtualization, and Kubernetes, to engage credibly with infrastructure teams.

Skills

Required:Incident management processCustomer-facing writingData analysis for incident trendsLinux / virtualization / Kubernetes

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
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