Why work at Nebius
Nebius is leading a new era in cloud computing to serve the global AI economy. We create the tools and resources our customers need to solve real-world challenges and transform industries, without massive infrastructure costs or the need to build large in-house AI/ML teams. Our employees work at the cutting edge of AI cloud infrastructure alongside some of the most experienced and innovative leaders and engineers in the field.
Where we work
Headquartered in Amsterdam and listed on Nasdaq, Nebius has a global footprint with R&D hubs across Europe, North America, and Israel. The team of over 800 employees includes more than 400 highly skilled engineers with deep expertise across hardware and software engineering, as well as an in-house AI R&D team.
The role
We are looking for an experienced and proactive Customer Support Operational Manager to lead the daily operations of our global technical support function. You will ensure service excellence, drive performance across regions, and scale support capabilities in alignment with business growth. This role focuses on operational efficiency, process optimization, team leadership, and customer satisfaction.
You’re welcome to work in our office in Amsterdam or remotely.
Your responsibilities will include:
- Manage day-to-day operations of the global support team, ensuring consistent and timely handling of customer issues
- Monitor SLA/SLO adherence and implement improvements to reduce resolution time and increase First-Time Resolution rates
- Define and optimize support workflows, escalation processes, and handovers between Support Engineers
- Analyze support metrics, create reports, and drive data-based decisions to improve performance and customer experience
- Coordinate shift planning and coverage across time zones (US, EU, APAC) to ensure 24/7 availability
- Own and evolve onboarding, training, and knowledge-sharing programs for support engineers
- Collaborate with Product and Engineering teams to influence tooling and prioritize fixes for recurring issues
- Act as a voice of the customer, identifying trends and proposing process or product improvements
- Lead incident management coordination during major customer-impacting events
- Drive adoption of automation and self-service initiatives to scale support delivery
We expect you to have:
- 7+ years of experience in technical support, including 3+ years in an operational or managerial role
- Strong understanding of cloud infrastructure and support processes
- Proven track record in managing global or distributed support teams
- Experience with support metrics, dashboards, and operational KPIs
- Excellent communication, leadership, and organizational skills
- Familiarity with ITSM platforms (e.g., Zendesk, Jira Service Management)
- Fluent in English
It will be an added bonus if you have:
- Experience in GPU cloud environments or ML/AI-related workloads
- Background in incident response or SRE coordination
- Working knowledge of automation tools and documentation systems
What we offer
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth within Nebius.
- Hybrid working arrangements.
- A dynamic and collaborative work environment that values initiative and innovation.
We’re growing and expanding our products every day. If you’re up to the challenge and are excited about AI and ML as much as we are, join us!
