Customer Experience Automations Manager

nebius; Amsterdam; On-site; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

Career growth and learningOpportunity

Flexibility and ownership

Collaborative and innovative culture

Opportunity to work on impactful AI / 

International environment and talented

Job summary

Nebius, headquartered in Amsterdam, is building the next generation AI cloud for developers and enterprises. We are hiring a technical leader to build and grow an automation team within Customer Experience, starting as an individual contributor and advancing to management while staying hands-on.

You will design scalable automation, develop LLM-powered agents, integrate with Jira and Nebius systems, and define a technical roadmap with the Head of Customer Service. English fluency is required.

Qualifications

• 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.

Responsibilities

• 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

Skills

Python

REST APIs

System integrations

LLM APIs

Jira

Tools

Terraform

Kubernetes

Job description

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.

Responsibilities

• 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

Qualifications

• 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

Preferred qualifications

• 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

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.