Incident Manager

Crusoe's mission is to accelerate the abundance of energy and intelligence. We’re crafting the engine that powers a world where people can create ambitiously with AI — without sacrificing scale, speed, or sustainability.

Be a part of the AI revolution with sustainable technology at Crusoe. Here, you'll drive meaningful innovation, make a tangible impact, and join a team that’s setting the pace for responsible, transformative cloud infrastructure.

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) 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.

Day in the Life of an Incident Manager at Crusoe

A typical day for an Incident Manager at Crusoe involves a blend of proactive monitoring, reactive troubleshooting, and strategic planning. You might start your day by reviewing system performance dashboards and identifying potential issues before they escalate. When an incident occurs, you'll take the lead in coordinating the response, bringing together the right experts, and communicating updates to stakeholders. A significant portion of your time will be spent analyzing past incidents to identify root causes and develop preventative measures. You will also be involved in creating training materials and knowledge base articles to empower customers and internal teams.

Why Dublin, Ireland?

Dublin is a vibrant hub for technology and innovation, offering a dynamic environment for professionals in the tech industry. Crusoe's presence in Dublin provides access to a talented pool of engineers and a thriving ecosystem of startups and established tech companies. The city also boasts a rich cultural heritage, a lively social scene, and beautiful surroundings, making it an attractive place to live and work.

Career Path

The Incident Manager role at Crusoe offers a clear path for career advancement. You can progress to senior-level incident management positions, where you'll have greater responsibility for shaping incident management strategy and leading cross-functional initiatives. There are also opportunities to move into related areas such as DevOps, SRE, or cloud infrastructure management.

Salary & Benefits

The salary range for this Incident Manager role in Dublin, Ireland, is estimated to be between $80,000 and $120,000 USD per year, depending on experience and qualifications. Crusoe also offers a comprehensive benefits package that includes health insurance, paid time off, retirement plan, employee stock options, and other perks.

Crusoe Culture

At Crusoe, we foster a culture of innovation, collaboration, and sustainability. We value teamwork, open communication, and a commitment to excellence. We are passionate about using technology to solve some of the world's most pressing challenges, and we are dedicated to creating a positive impact on the environment and society.

How to Apply

If you are a highly motivated and experienced Incident Manager with a passion for technology and a desire to make a difference, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our online application portal.

FAQ

1. What is Crusoe's mission? Crusoe's mission is to accelerate the abundance of energy and intelligence.
2. What does an Incident Manager do at Crusoe? An Incident Manager leads incident responses, analyzes data to improve system resiliency, and develops preventative measures.
3. What skills are required for this role? Strong technical experience with Linux, Virtualization, and Kubernetes is required, along with experience in incident management and customer support.
4. What certifications are preferred? NVIDIA, Linux, and Kubernetes certifications are strongly preferred.
5. What is the work environment like at Crusoe? Crusoe fosters a culture of innovation, collaboration, and sustainability.
6. What are the career growth opportunities? You can progress to senior-level incident management positions or move into related areas such as DevOps or SRE.
7. What is the salary range for this role? The estimated salary range is between $80,000 and $120,000 USD per year.
8. What benefits does Crusoe offer? Crusoe offers a comprehensive benefits package that includes health insurance, paid time off, retirement plan, and employee stock options.
9. Where is the role located? This role is located in Dublin, Ireland.
10. How do I apply for this role? Please submit your resume and cover letter through our online application portal.