Customer Experience Automations Manager

About this role

Responsibilities

• 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

About Nebius Group

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.