Escalations Manager
Core
Own the end-to-end lifecycle of customer-impacting incidents and escalations between Support and Engineering teams to reduce escalation rates and improve resolution times.
Role type
Escalations Manager (Support Engineering)
Builds
Escalation workflows, reporting dashboards, and supportability backlogs for AI infrastructure customers.
Domain
Cloud Infrastructure / AI Compute / Data Center Operations
Required skills
Incident management, cross-functional stakeholder management, data analysis, process improvement, technical troubleshooting, tooling optimization (via careerplan.io/jobs/1557a2a0-d13d-46bd-aeb2-111e6bd86262-escalations-manager-at-crusoe)
Preferred skills
GPU compute, HPC, InfiniBand, RoCE networking, AI/ML training infrastructure, scripting/automation
Technologies
Zendesk, Jira, incident.io, Slack, SQL, Looker, Tableau, Sheets, Linux, Kubernetes, Python, Bash
Responsibilities
Define and maintain escalation criteria and handoff standards; build reporting on escalation volume, rate, and resolution time; improve tooling and workflows between support and engineering; own the end-to-end lifecycle of escalations; act as the primary bridge between Support Engineers and Engineering teams; run recurring escalation reviews; join incident response for customer-impacting events; file and advocate for supportability requests with Product; coach support engineers to reduce escalations.
Seniority
Senior, hands-on IC
