About the Position

We are looking for a Customer Experience Automations Manager to join our team in Amsterdam, Netherlands. This role is pivotal in transforming our customer experience operations through automation.

About the Team

The Customer Experience team at Nebius handles thousands of requests every month, including quota applications, billing operations, planned enterprise cluster upgrades, and incident notifications. The volume has grown by 130% over the past seven months and continues to expand with our customer base.

We are building a dedicated automation team to convert repetitive manual work into scalable, maintainable systems. Our goal is to make Customer Service capacity independent of headcount growth.

Responsibilities

Design and build automated systems that handle thousands of support operations per month, including quota requests, billing, account management, and DSR.
Develop LLM-powered agents that assist support engineers in resolving complex tickets in real time.
Create tooling for planned cluster operations, including Terraform automation, runbook execution, and Soperator integration.
Build self-service flows that reduce the load on the support team without compromising the customer experience.
Hire and grow a team of automation engineers.
Define the technical roadmap in collaboration with the Head of Customer Service.
Build integrations with Jira, billing APIs, and internal Nebius systems.
Track key metrics such as automation rate, ticket deflection, and engineer hours saved.

Requirements

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.

Nice to 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.

We Offer

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.

About the Company

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, 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.

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.

Customer Experience Automations Manager

Job description