Customer Experience Automations Manager

1 мес. назад

НидерландыLead

llminfrastructureautomation

Lead and build a team to automate customer experience workflows and scale customer service capacity using AI and infrastructure tooling.

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.
The Customer Experience team at 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.

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 systems
Track key metrics: automation rate, ticket deflection, engineer hours saved

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
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
Fast moving - Bold thinking - Constant growth - Meaningful impact - Trust and real ownership - Opportunity to shape the future of AI