Customer Experience Automations Manager

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.

- 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

- 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