Senior 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.

As a Senior Incident Manager at Crusoe, you'll lead the response when things go wrong, coordinating the right people across teams, driving urgency, and keeping everyone focused until customer-impacting issues are resolved. You'll own communication throughout that process, including internal updates that keep responders coordinated and leadership informed, and status page decisions that keep customers informed. Once an incident is resolved, you'll drive the post-incident review process, ensuring postmortems are written and debriefs are held on time, then translate those findings into a clear, customer-facing root cause analysis (RCA) that builds lasting trust with enterprise customers and executives. You'll also maintain the incident metrics and reporting that show how we're performing, and ensure preventative actions coming out of incidents are properly documented and tracked.

In this full-time position, you'll have the opportunity to shape and enhance our incident management processes as the team and company scale, improving how we detect, respond to, and learn from incidents. The ideal candidate combines strong incident coordination fundamentals with real experience writing customer-facing root cause analysis to enterprise customers, plus the analytical rigor to track and report on incident data, and basic technical fluency to engage credibly with infrastructure teams, without needing to be the one troubleshooting.

• Background on an enterprise customer support team, or direct experience working with enterprise customers

• Strong written communication — able to turn technical, ambiguous incident detail into clear, structured narratives for a non-technical audience

• Understands the nuances of what can and cannot be communicated to customers, including what needs to be documented in writing

• Strong judgment on communication level — knowing what to filter out when reporting bad news, since each incident case is different

• Sound judgment on transparency — knowing when to stay high-level vs. go into detail

• Logical, structured thinker with a solid grounding in incident management process and best practices

• Comfortable working with data to track and report on trends, not just handling incidents in the moment

• Working familiarity with Linux, virtualization, and Kubernetes — comfortable enough to engage credibly with infrastructure and technical responders during an incident, without needing to be the one troubleshooting

• Experience working with customers in a startup environment, with an understanding of the complexities that come with it

• Background in cloud infrastructure or AI-focused environments

• Understanding of Virtualization and orchestration/scheduling technologies (Slurm or Kubernetes)

• Hands-on experience with Linux, virtualization, or Kubernetes

• Understanding of the TCP/IP stack

• Understanding of Infrastructure-as-Code (IaC) practices

• Builder mentality welcome: the opportunity to create and refine incident management processes, leave a lasting imprint on the function, and grow alongside the team as it scales

• Real scaling story: the team has grown from 2 people covering 24x7 to a team of 5, with continued growth ahead — a chance to help scale the function without sacrificing quality

• Exposure to cutting-edge AI infrastructure across the full stack: compute, networking (SDN), storage (VAST), Kubernetes, and Slurm