Customer Experience Automation Lead

Nebius Group; City of Amsterdam (NY); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive compensation

Career growth and learning

Flexibility and ownership

Collaborative culture

Impactful AI projects

International environment

Job summary

Nebius is building a data-driven automation team to scale customer service with AI-powered agents and self-service flows. You will start as an IC, establish the foundation, then scale into leadership while staying hands-on in engineering.

You will own the automation roadmap, drive measurable efficiency, and partner with product and operations to deliver enterprise-grade support tooling. The role emphasizes building scalable systems, cloud-native tooling, and deep collaboration with

Qualifications

• 7+ years of software engineering experience, incl. 2+ years as tech lead or manager.
• Strong Python skills with REST API experience.
• Experience building automation pipelines/workflows in production.

Responsibilities

• Design and build automated systems handling thousands of support ops monthly.
• Develop LLM-powered agents to help resolve complex tickets in real time.
• Create tooling for cluster operations: Terraform automation, runbook execution, Soperator integration.
• Build self-service flows to reduce load while maintaining customer experience.
• Hire and grow a team of automation engineers.
• Define technical roadmap with Head of Customer Service.
• Build integrations with Jira, billing APIs, and Nebius systems.
• Track metrics: automation rate, ticket deflection, engineer hours saved.

Skills

Python

REST APIs

LLM APIs

Engineering leadership

Jira

Tools

Jira

Terraform

Kubernetes

N8N

Temporal

Job description

Nebius is building a data-driven automation team to scale customer service with AI-powered agents and self-service flows. You will start as an IC, establish the foundation, then scale into leadership while staying hands-on in engineering.

You will own the automation roadmap, drive measurable efficiency, and partner with product and operations to deliver enterprise-grade support tooling. The role emphasizes building scalable systems, cloud-native tooling, and deep collaboration with