Automation Engineer (Customer Service)
About the team
The Customer Service 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 role
We are looking for an Automation Engineer to design and build systems that move repetitive Customer Service work into automated flows. You will work directly with ticketing system data, build LLM agents, develop self-service flows, and integrate solutions with internal Nebius systems.
Your responsibilities will include:
Build agents and scripts to automate quota request processing — the largest single category of manual engineer work in the queue
Develop self-service flows for billing and DSR requests: payment method updates, account deletion, marketing opt-out, invoice retrieval
Build and maintain LLM-powered agents that help support engineers handle complex tickets in real time
Develop N8N workflows for customer notifications and event-driven processes
Integrate solutions with Jira API, billing API, and internal Nebius systems
Contribute to tooling for planned cluster operations (Terraform, runbooks)
Maintain and improve existing automation as ticket volumes grow
We expect you to have:
3+ years of software engineering experience with a focus on automation, backend development, or system integrations
Strong Python skills
Hands-on experience working with REST APIs and integrating external systems
Practical experience with LLM APIs or building AI agents
Understanding of how to build reliable, maintainable automation systems
Working proficiency in English
It will be an added bonus if you have:
Experience with N8N, Temporal, or similar workflow automation tools
Knowledge of Jira API or other ticketing systems
Experience with Terraform or cloud infrastructure
Understanding of Kubernetes and containerization
Background in support engineering or adjacent functions