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Senior Incident Manager

CrusoeSan Francisco, CA - USCloud Go-To-Market (GTM)
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Salary
$145K - $175K USD
Job type
Full-time
Posted
30 Sept 2026
Status
Open · checked 7d ago

About this role

The Senior Incident Manager at Crusoe is a full-time position based in San Francisco, California, focused on leading critical service recovery and scaling incident processes. This role suits an organized professional with enterprise customer support experience who wants to build robust reliability frameworks within a rapidly expanding AI infrastructure company.

Role Overview

As a Senior Incident Manager at Crusoe, you will lead the charge when technical issues arise by coordinating teams, maintaining urgency, and driving resolution for customer-impacting events. You will own all internal and external communication throughout the incident lifecycle, ensuring leadership stays informed and customers receive accurate updates via the status page. Once an issue is resolved, you will spearhead post-incident reviews, produce detailed root cause analysis (RCA) reports for enterprise clients, and track key incident metrics to prevent future occurrences.

Key Responsibilities

Lead end-to-end management of high-visibility technical incidents and enterprise customer escalations to ensure rapid service restoration.
Coordinate response efforts across cross-functional teams, directing focus without performing hands-on technical troubleshooting.
Act as a vital bridge between Customer Success and internal engineering or product groups to translate frontline feedback into clear actions.
Exercise strong startup judgment to own status page updates, determining the appropriate level of detail and transparency for customers.
Author end-to-end customer-facing root cause analyses (RCAs) that translate technical incident data into structured narratives for executives and enterprise clients.
Document internal corrective actions to permanently improve platform and product reliability.
Maintain and report on core incident metrics, including response times, resolution times, and RCA delivery windows.
Create knowledge base articles, internal documentation, and training materials for teammates and customers.
Design and implement scalable incident response strategies and self-serve support workflows.
Participate in an on-call rotation requiring coverage from 10:00 AM to 10:00 PM, five days per week.

Requirements

Direct professional background on an enterprise customer support team or working closely with enterprise clients.
Exceptional written communication skills capable of translating complex, ambiguous technical details into clear narratives for non-technical audiences.
Solid understanding of communication boundaries, transparency nuances, and what can or cannot be shared with customers.
Logical and structured thinking grounded in standard incident management processes and best practices.
Comfortable utilizing data to track, analyze, and report on incident trends over time.
Working familiarity with Linux, virtualization, and Kubernetes to engage credibly with technical responders during an event.

Nice to Have

Previous experience working in a fast-paced startup environment.
Background within cloud infrastructure or AI-focused settings.
Familiarity with orchestration and scheduling technologies such as Slurm or Kubernetes.
Understanding of the TCP/IP networking stack.
Familiarity with Infrastructure-as-Code (IaC) practices.

Skills and Tools

Incident Coordination and Management
Enterprise Customer Communication
Root Cause Analysis (RCA) Writing
Incident Metrics and Reporting
Linux, Virtualization, and Kubernetes
TCP/IP and Infrastructure-as-Code (IaC)

Salary and Benefits

Annual base salary ranging from $145,000 to $175,000 USD plus bonus
Restricted Stock Units (RSUs) included with all offers
Comprehensive health, dental, and vision insurance with employer HSA contributions
401(k) retirement plan featuring a company match up to 4% of salary
Paid time off, paid holidays, leave of absence programs, and paid parental leave
Life insurance, plus short-term and long-term disability coverage
Professional development funds and tuition reimbursement
Mental health and wellness support, plus daily meals allowance
Commuter benefits for parking and transit, plus a cell phone stipend
Volunteer time off, global travel insurance, and emergency assistance

About the Company

Crusoe operates as a vertically integrated AI infrastructure company built from the ground up to power ambitious artificial intelligence workloads with an energy-first approach. The organization owns and operates each layer of the stack, turning energy into intelligence while helping customers advance their AI strategies.

How to Apply

Interested candidates should visit the official Crusoe careers page to submit an application for this position.

Skills and tech stack

Kubernetes

Questions candidates ask

What is the salary range for the Senior Incident Manager role?

The position offers a base salary between $145,000 and $175,000 USD per year, plus a bonus and Restricted Stock Units (RSUs).

Is this a remote position?

No, this is an on-site position located in San Francisco, California.

What are the on-call requirements for this job?

The role requires participating in an on-call rotation with coverage scheduled from 10:00 AM to 10:00 PM, five days a week.

Do I need to perform hands-on technical troubleshooting during incidents?

No, you will coordinate the response effort and work closely with technical responders, but you do not need to perform the actual troubleshooting yourself.

What technical familiarity is expected?

Candidates should have a working familiarity with Linux, virtualization, and Kubernetes to engage credibly with infrastructure teams during incidents.

Ready to apply?

The application is on the official Crusoe careers page.

Apply on company site