The opportunity
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.
What you'll do
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 to use in their decisions
Improve the tooling and workflows between the support platform and: engineering trackers, such as 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, so nothing ages without someone noticing
Own the supportability backlog with Product, track requests through to: delivery, and close the loop with the support team on what shipped
What they're looking for
- Own escalation rate as a core KPI, set reduction targets with the Director,: and lead the initiatives that bring escalation rate and time to resolve down quarter over quarter
- Act as the primary bridge between Support Engineers and Engineering teams,: unblocking stalled issues and escalating further when needed
- Run recurring escalation reviews with Engineering to keep aging issues moving
- Join incident response for customer-impacting events: coordinate support-side communication, track affected customers, and make sure follow-ups land after resolution
