Customer Experience Automations Manager

About Nebius: Nebius is leading a new era in cloud infrastructure for the global AI economy. We are building a full-stack AI cloud platform that supports developers and enterprises from data and model training through to production deployment, without the cost and complexity of building large in-house AI/ML infrastructure. Built by engineers, for engineers. From large-scale GPU orchestration to inference optimization, we own the hard problems across compute, storage, networking and applied AI. Listed on Nasdaq (NBIS) and headquartered in Amsterdam, we have a global footprint with R&D hubs across Europe, the UK, North America and Israel. Our team of 1,500+ includes hundreds of engineers with deep expertise across hardware, software and AI R&D. About the team The Customer Experience team at Nebius handles thousands of requests every month — quota applications, billing operations, planned enterprise cluster upgrades, and incident notifications. Volume has grown 130% over seven months and continues to grow alongside our customer base. We are building a dedicated automation team to turn repetitive manual work into scalable, maintainable systems: LLM-powered agents, self-service flows, and infrastructure tooling. The goal is to make Customer Service capacity independent of headcount growth. The role We are looking for a technical leader to build and lead this team. You will start as an individual contributor, establishing the technical foundation, then take on management responsibilities as the team grows — without stepping away from hands-on engineering work. Your responsibilities will include: • Design and build automated systems that handle thousands of support operations per month — quota requests, billing, account management, DSR • Develop LLM-powered agents that help support engineers resolve complex tickets in real time • Create tooling for planned cluster operations: Terraform automation, runbook execution, Soperator integration • Build self-service flows that reduce load on the support team without degrading the customer experience • Hire and grow a team of automation engineers • Define the technical roadmap together with the Head of Customer Service • Build integrations with Jira, billing APIs, and internal Nebius systems • Track key metrics: automation rate, ticket deflection, engineer hours saved We expect you to have: • 7+ years of software engineering experience, including 2+ years as a tech lead or engineering manager • Strong Python skills and hands-on experience with REST APIs and system integrations • Experience building automation pipelines or workflow systems in production • Practical experience with LLM APIs and building AI agents • Experience working with ticketing systems (Jira or equivalent) at the API level • Fluency in English, written and spoken It will be an added bonus if you have: • Experience with Terraform and infrastructure automation • Knowledge of Kubernetes and cloud-native stack • Experience with N8N, Temporal, or similar workflow automation tools • Understanding of cloud billing, quota management, and compliance workflows • Background in support engineering, DevOps, or customer success engineering Examples of outcomes you could drive: • Automate quota request processing and free up the equivalent of 2,400+ engineer hours annually • Build an internal Q&A agent that reduces response time on complex Chat tickets from 30 minutes to under 5 • Develop cluster upgrade tooling that compresses a multi-day operation into a matter of hours — as the number of enterprise clusters keeps growing #LI-SS1 Benefits & Perks: • Competitive compensation • Career growth and learning opportunities • Flexibility and ownership • Collaborative and innovative culture • Opportunity to work on impactful AI projects • International environment and talented teams What's it like to work at Nebius: Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI Equal Opportunity Statement: Nebius is an equal opportunity employer. We are committed to fostering an inclusive and diverse workplace and to providing equal employment opportunities in all aspects of employment. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law. Applicants must be authorized to work in the country in which they apply and will be required to provide proof of employment eligibility as a condition of hire. If you need accommodations during the application process, please let us know.