# Incident Manager

**Company:** [Crusoe](https://hotfix.jobs/companies/crusoe)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Salary:** $136k – $165k/yr
**Experience:** 3+ years
**Skills:** Linux, Kubernetes, Virtualization, TCP/IP, Infrastructure As Code, InfiniBand, Nvidia, Containerization, Distributed Training, Data Analytics
**Posted:** 2026-02-11

> Leads high-visibility incident responses, resolves complex technical issues in HPC infrastructure, conducts post-incident reviews for resiliency, and supports customers with troubleshooting, optimization, and training. Requires 3-5+ years customer-facing experience and expertise in Linux, Kubernetes, and networking.

## Job Description

## 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. 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. Conduct 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. Act as a key technical resource, helping 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**: NVIDIA, Linux, and Kubernetes certifications strongly preferred.
- **Networking & Infrastructure**: Solid understanding of the **TCP/IP stack** and **Infrastructure-as-Code (IaC)** practices.
- **Bonus Skills**: Programming skills with one or more programming languages.

### Essential Experience & Mindset
- **Experience**: 4-5 years of customer-facing experience and 3-5+ years’ experience in a team leadership role acting as a liaison with external/internal customers.
- **Crisis Handling**: Proven track record in crisis management, capable of navigating high-pressure situations with a focus on customer experience.
- **Problem Solving**: Proven problem-solving mindset with the ability to diagnose and resolve complex technical issues.
- **Communication**: Excellent communication skills, both written and verbal.

## Benefits
- Competitive compensation
- Restricted Stock Units
- Paid time off & paid holidays
- Comprehensive health, dental & vision insurance
- Employer contributions to HSA account
- Paid parental leave
- Paid life insurance, short-term and long-term disability
- Professional development & tuition reimbursement
- Mental health & wellness support
- Commuter benefits (parking & transit)
- Cell phone stipend
- 401(k) Retirement plan with company match up to 4% of salary

## Compensation Range
Compensation will be paid in the range of **$136,125 - $165,000**. Restricted Stock Units are included in all offers. Compensation to be determined by the applicant's knowledge, education, and abilities, as well as internal equity and alignment with market data.

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