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Incident Manager

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Crusoe is building the World’s Favorite AI-first Cloud infrastructure company. We’re pioneering vertically integrated, purpose-built AI infrastructure solutions trusted by Fortune 500 companies to power their most advanced AI applications. Crusoe is redefining AI cloud infrastructure, with a mission to align the future of computing with the future of the climate. Our AI platform is recognized as the "gold standard" for reliability and performance. Our data centers are optimized for AI workloads and are powered by clean, renewable energy.

Be part of the AI revolution with sustainable technology at Crusoe. Here, you'll drive meaningful innovation, make a tangible impact, and join a team that’s setting the pace for responsible, transformative cloud infrastructure.

About the Role:

This Incident Manager role is critical for upholding service reliability and customer trust, directly impacting company success by minimizing downtime and resolving critical issues. You'll spearhead the management of high-visibility incidents, customer escalations, ensuring rapid and effective responses to complex technical challenges. Key projects include designing self-serve support processes, collaborating with engineering for product improvements, and developing robust incident response strategies. We seek a technically skilled professional with 4-5 years of customer-facing experience, Linux expertise, and excellent communication abilities. You'll lead incident responses, provide training, and develop knowledge resources. Experience with incident management and on-call rotations is essential.

What You’ll Be Working On:

Troubleshoot and Resolve: Diagnose and resolve complex technical issues related to Infiniband, containerization, and distributed training, ensuring minimal disruption to customer operations.
Implement and Optimize: Guide and assist customers in implementing and optimizing their HPC infrastructure to achieve maximum performance and efficiency.
Educate and Empower: Develop and deliver training materials, including internal training sessions, documentation, and knowledge base articles, to empower customers to effectively utilize our solutions.
Collaborate Internally: Work closely with internal engineering and product teams to provide valuable customer feedback and contribute to the improvement of product quality and the overall customer experience.

What You’ll Bring to the Team:

Technical Proficiency:
- Strong technical experience with Linux, Virtualization, Kubernetes, and handling customer incidents.
- Solid understanding of the TCP/IP stack.
- Understanding of Infrastructure-as-Code (IaC) practices.
Essential Skills:
- Excellent communication skills, both written and verbal.
- Proven problem-solving mindset with the ability to diagnose and resolve complex technical issues.
- 3-5+ years’ experience in a team leadership role while acting as a liaison with external/internal customers
- 4-5 years of customer facing experience.

Bonus Skills :
- Programming skills with one or more programming languages.

Benefits:

Industry competitive pay
Restricted Stock Units in a fast growing, well-funded technology company
Health insurance package options that include HDHP and PPO, vision, and dental for you and your dependents
Employer contributions to HSA accounts
Paid Parental Leave
Paid life insurance, short-term and long-term disability
Teladoc
401(k) with a 100% match up to 4% of salary
Generous paid time off and holiday schedule
Cell phone reimbursement
Tuition reimbursement
Subscription to the Calm app
MetLife Legal
Company paid Commuter FSA benefit of $200 per month

Compensation Range

Compensation will be paid in the range of $140 -$165K. Restricted Stock Units are included in all offers. Compensation to be determined by the applicants knowledge, education, 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.

Crusoe Glassdoor Company Review

3.4

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CEO of Crusoe

Chase Lochmiller

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Average salary estimate

$152500 / YEARLY (est.)

min

max

$140000K

$165000K

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What You Should Know About Incident Manager, Crusoe

At Crusoe, we're on a mission to redefine AI-first Cloud infrastructure, and we're looking for an Incident Manager to join our innovative team in San Francisco. In this role, you'll play a critical part in upholding our commitment to service reliability and customer trust, which is at the core of our success. As an Incident Manager, you'll lead the charge in managing high-visibility incidents and customer escalations, ensuring that we respond to complex technical challenges swiftly and effectively. Your expertise will be vital in designing self-serve support processes, collaborating with our engineering teams, and developing robust incident response strategies that truly make a difference. The ideal candidate will have 4-5 years of customer-facing experience and a solid background in Linux and incident management. This position is not just about handling incidents; it’s about driving change and continuous improvement in our processes. You’ll have a chance to troubleshoot and resolve various issues, optimize our HPC infrastructure for customers, and create educational resources that empower users. If you’re technical, communicative, and a natural problem-solver, then this could be the right opportunity for you. At Crusoe, you’ll enjoy competitive compensation, generous benefits, and the chance to be part of a team that’s making a tangible impact in the world of AI and cloud infrastructure. Join us and be a part of this AI revolution with sustainable technology!

Frequently Asked Questions (FAQs) for Incident Manager Role at Crusoe

What are the key responsibilities of the Incident Manager at Crusoe?

The Incident Manager at Crusoe plays a vital role in ensuring service reliability and customer trust. This position involves leading the management of high-visibility incidents, addressing customer escalations, and driving responses to complex technical challenges. Responsibilities also include designing self-serve support processes and collaborating with engineering teams for product improvements.