Senior Incident Manager

Crusoe•Sunnyvale, CA

7d•$145,000 - $175,000•Onsite

About The Position

As a Senior Incident Manager at Crusoe, you'll lead the response when things go wrong, coordinating the right people across teams, driving urgency, and keeping everyone focused until customer-impacting issues are resolved. You'll own communication throughout that process, including internal updates that keep responders coordinated and leadership informed, and status page decisions that keep customers informed. Once an incident is resolved, you'll drive the post-incident review process, ensuring postmortems are written and debriefs are held on time, then translate those findings into a clear, customer-facing root cause analysis (RCA) that builds lasting trust with enterprise customers and executives. You'll also maintain the incident metrics and reporting that show how we're performing, and ensure preventative actions coming out of incidents are properly documented and tracked. In this full-time position, you'll have the opportunity to shape and enhance our incident management processes as the team and company scale, improving how we detect, respond to, and learn from incidents. The ideal candidate combines strong incident coordination fundamentals with real experience writing customer-facing root cause analysis to enterprise customers, plus the analytical rigor to track and report on incident data, and basic technical fluency to engage credibly with infrastructure teams, without needing to be the one troubleshooting.

Requirements

Background on an enterprise customer support team, or direct experience working with enterprise customers
Strong written communication — able to turn technical, ambiguous incident detail into clear, structured narratives for a non-technical audience
Understands the nuances of what can and cannot be communicated to customers, including what needs to be documented in writing
Strong judgment on communication level — knowing what to filter out when reporting bad news, since each incident case is different
Sound judgment on transparency — knowing when to stay high-level vs. go into detail
Logical, structured thinker with a solid grounding in incident management process and best practices
Comfortable working with data to track and report on trends, not just handling incidents in the moment
Working familiarity with Linux, virtualization, and Kubernetes — comfortable enough to engage credibly with infrastructure and technical responders during an incident, without needing to be the one troubleshooting

Nice To Haves

Experience working with customers in a startup environment, with an understanding of the complexities that come with it
Background in cloud infrastructure or AI-focused environments
Understanding of Virtualization and orchestration/scheduling technologies (Slurm or Kubernetes)
Hands-on experience with Linux, virtualization, or Kubernetes
Understanding of the TCP/IP stack
Understanding of Infrastructure-as-Code (IaC) practices

Responsibilities

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.
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.
Act as a critical bridge between Customer Success and internal engineering/product teams, translating frontline feedback into actionable incident response steps.
Own status page communications — determining the right level of detail and the best way to frame updates so customers get clear, useful information. This requires more judgment at a startup, where communication practices are still being defined, versus larger, more established companies.
Own end-to-end production of customer-facing root cause analyses — translating incident data into clear, structured writing for enterprise customers and executives.
Ensure proper documentation of internal corrective actions coming out of incidents, driving improvements to the reliability of our products and platform.
Maintain and report on core incident metrics (response time, resolution time, time to RCA delivery), ensuring incident data is accurate and complete.
Develop and deliver training materials, internal documentation, and knowledge base articles for teammates and customers.
Design and implement incident response strategies and self-serve support processes to scale the function as the team grows.
Participate in on-call rotation, 10am–10pm coverage, 5 days per week, providing a reliable safety net for critical service interruptions.