Crusoe
Senior Escalation Manager
$145K–$175K
San Francisco, CA - US +1 · On-site · Manager · Full-time · Posted Oct 22, 2026
- Location
- San Francisco, CA - US
Bellevue, WA - US - Experience
- 5+ years in a listed technical support or operations field; 2+ years owning cross-team escalations or incidents.
About the job
Owns customer escalations and incident coordination between Support and Engineering, improving resolution speed and reducing recurring issues.
What you'll do
- Manage escalations end to end, including intake, triage, routing, follow-through, and customer and stakeholder updates.
- Track escalation metrics, identify patterns, and drive process, tooling, and product supportability improvements.
- Coordinate incident reviews and coach support engineers to take greater ownership of cases.
What they ask for
- 5+ years in technical support, support engineering, escalation management, incident management, or SRE/operations in a cloud, infrastructure, or SaaS environment.
- 2+ years owning escalations or incidents spanning multiple engineering teams.
- Technical foundation in cloud infrastructure, including Linux, networking, virtualization, and Kubernetes.
- Track record reducing escalation volume or resolution time through process, tooling, or product changes.
Nice to have
- Experience with GPU compute, HPC, InfiniBand or RoCE networking, or AI/ML training and inference infrastructure.
- Scripting or automation skills (Python, Bash).
Pay
up to $145,000 - $175,000 USD base salary + bonus
Tools
Linux, Kubernetes, SQL, Looker, Tableau, Sheets, Zendesk, Jira
AI focus
Supports customer escalations for AI workloads and GPU infrastructure; no AI development work is specified.
Model-written summary · the original posting is authoritative