Customer Experience Automations Manager
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.
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.
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
#LI-SS1