Incident Manager

Crusoe is on a mission to accelerate the abundance of energy and intelligence. As the only vertically integrated AI infrastructure company built from the ground up, we own and operate each layer of the stack — from electrons to tokens — to power the world's most ambitious AI workloads. When you join Crusoe, you join a team that is building the future, faster. We're in the midst of the greatest industrial revolution of our time. The demand for AI compute is boundless, and power is a bottleneck. We're solving that — with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. We're looking for problem-solving, opportunity-finding teammates with a sense of urgency, who believe in the scale of our ambition and thrive on a path not fully paved — people who want to grow their careers alongside a team of experts across energy, manufacturing, data center construction, and cloud services. If you want to do the most meaningful work of your career, help our customers and partners advance their AI strategies, and be part of a high-performing team that believes in each other, come build with us at Crusoe. 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 will spearhead the management of high-visibility incidents and customer escalations, ensuring rapid and effective responses to complex technical challenges. Beyond immediate resolution, we are looking to sharpen our incident management practices to ensure a superior customer experience during "storms" as well as robust preventative measures afterward. You will leverage data analytics to drive greater resiliency and reliability, ensuring that every incident translates into a stronger product and process. WHAT YOU’LL BE WORKING ON CRISIS MANAGEMENT & DATA-DRIVEN RESILIENCY - Handle the "Storm": Lead incident responses for high-visibility issues, ensuring minimal disruption to customer operations. You will act as the calm anchor during crises, managing communication and strategy to maintain customer trust during outages or critical failures. - Analytics & Reliability: Utilize data analytics to identify trends in incidents, translating these insights into actionable strategies for greater system resiliency and reliability. - Preventative Strategy: Develop robust incident response strategies and designs. Focus on the "preventative piece" by conducting deep post-incident reviews to ensure root causes are addressed and recurrences are eliminated. TECHNICAL EXECUTION & CUSTOMER SUPPORT - Troubleshoot and Resolve: Diagnose and resolve complex technical issues related to Infiniband, containerization, and distributed training. - 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. You will act as a key technical resource, helping our Customer Support Engineers (CSEs) and Customer Success Managers (CSMs) understand and resolve complex product issues. WHAT YOU’LL BRING TO THE TEAM TECHNICAL PROFICIENCY & CERTIFICATIONS - Core Tech Stack: Strong technical experience with Linux, Virtualization, Kubernetes, and handling customer incidents. - Certifications: We are looking for candidates who actively update their skill sets. NVIDIA, Linux, and Kubernetes certifications are strongly preferred to demonstrate a deep understanding of the products our CSEs and CSMs support. - Networking & Infrastructure: Solid understanding of the TCP/IP stack and Infrastructure-as-Code (IaC) prac