Incident Manager

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 + Bonus. 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.