Escalation Manager
Crusoe · San Francisco, CA - US
About this role
## About Crusoe Crusoe is on a mission to accelerate the abundance of energy and intelligence. As a vertically integrated AI infrastructure company, 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 building the future, faster. We’re solving the power bottleneck for AI compute with an energy-first approach that makes AI infrastructure better for the world and faster for the people innovating with AI. ## About the Role — Escalation Manager Crusoe Cloud runs some of the most demanding AI workloads in the world on large-scale GPU infrastructure. When something goes wrong for a customer, the path from first report to root cause often crosses multiple teams (Support Engineering, Product Engineering, SRE, Networking, Storage, and Data Center Operations). As **Escalation Manager**, you’ll own that path end-to-end. Reporting to the Director, Customer Support Engineering (Cloud Go-To-Market), you’ll be the bridge between Customer Support and Engineering—tracking every escalation and customer-impacting incident from start to finish, ensuring the right engineers are engaged, and keeping customers and stakeholders informed. You’ll also look across escalations to identify patterns, turn them into supportability requests the Product team can act on, and drive the escalation rate down over time. You’ll work closely with the Senior Manager, Customer Support, who leads and develops the Support Engineering team—ensuring the path from Support to Engineering is fast, visible, and needed less often. ## What You’ll Be Working On - Define and maintain escalation criteria, severity definitions, and handoff standards so support engineers know when to escalate, how to escalate, and what an escalation-ready case looks like - Build and publish reporting on escalation volume and rate, time to engage, time to resolve, aging, and top drivers by product area and customer for Support, Engineering, and Product leadership - Improve tooling and workflows between the support platform and engineering trackers (e.g., Zendesk and Jira) so escalations move faster with less manual work - Own the end-to-end lifecycle of every escalation from Support to Engineering: intake, triage, routing, follow-through, and closure - Keep a single source of truth for all active escalations and customer-impacting incidents, each with a clear owner, next step, and ETA - Own the supportability backlog with Product: track requests through to delivery and close the loop with the support team on what shipped *Note: The provided job description appears truncated near the end of the final bullet.*
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