About the role

Aplyr's Quick Take

This role is about enhancing the customer experience at SolarWinds by using data and automation to streamline processes and improve satisfaction. It's a hands-on position focused on operational excellence rather than people management, requiring collaboration with various teams to identify and solve customer pain points.

Good fit

Ideal candidates have a background in customer experience or operations, with strong analytical skills and a knack for problem-solving. A collaborative mindset and experience with data-driven decision-making will help you thrive here.

Worth noting

The role emphasizes a data-centric approach to customer experience, which may appeal to those who enjoy working with metrics. However, the posting lacks specific details on day-to-day tasks and the level of autonomy in decision-making.

At SolarWinds, we’re a people-first company. Our purpose is to enrich the lives of the people we serve—including our employees, customers, shareholders, partners, and communities. Join us in our mission to help customers accelerate business transformation with simple, powerful, and secure solutions.

The ideal candidate thrives in an innovative, fast-paced environment and is collaborative, accountable, ready, and empathetic. We’re looking for individuals who believe they can accomplish more as a team and create lasting growth for themselves and others. We hire based on attitude, competency, and commitment. Solarians are ready to advance our world-class solutions in a fast-paced environment and accept the challenge to lead with purpose. If you’re looking to build your career with an exceptional team, you’ve come to the right place. Join SolarWinds and grow with us!

We are seeking a Customer Experience (CX) Automation Analyst to to help modernize how customer experience workflows, data processes, and Voice of Customer programs are automated. This role will focus on using Python, SQL, APIs, AI automation, and Agentic AI to reduce manual work, improve insight generation, and help teams act faster on customer feedback and operational signals.

Your Role

As the Lead, CX Automation Analyst, you will be a hands-on technical contributor focused on building automation across CX workflows and data processes. You will work with structured and unstructured customer data, including survey responses, support cases, customer notes, product signals, and operational data. You will use Python, SQL, APIs, LLMs, AI agents, and automation tools to extract insights, classify feedback, summarize themes, and streamline repetitive CX processes.

Your Impact

You will help improve speed, accuracy, and scalability across CX operations. Your work will reduce manual reporting and analysis, automate recurring workflows, and make customer insights easier to access and act on. You will partner with CX, Data, Product, Support, Customer Success, Marketing, and Operations teams to improve customer understanding, retention, advocacy, and end-to-end experience.

Key Responsibilities

Build Python and SQL-based workflows to extract, clean, transform, and analyze customer data.
Use APIs to connect data from Salesforce, Qualtrics, support tools, product systems, and internal platforms.
Automate repetitive CX processes across VoC reporting, survey analysis, tagging, routing, summarization, and insight generation.
Apply AI, LLMs, and Agentic AI to classify feedback, detect sentiment, identify themes, and surface customer issues.
Build scalable workflows that improve CX data quality, speed, consistency, and actionability.
Document automation logic, data sources, assumptions, and process dependencies.

Your Experience

6+ years of experience in automation, data analytics, CX analytics, data science, business operations, or a related technical analyst role.
Strong hands-on experience with Python, SQL, and API-based data extraction.
Experience working with structured and unstructured customer data.
Knowledge of AI automation, LLMs, NLP, machine learning concepts, or Agentic AI use cases.
Familiarity with Salesforce, Qualtrics, survey tools, support platforms, or customer databases.
Strong problem-solving skills with the ability to translate technical work into business impact.

SolarWinds is an Equal Employment Opportunity Employer. SolarWinds will consider all qualified applicants for employment without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, marital status, disability, veteran status or any other characteristic protected by law.

All applications are treated in accordance with the SolarWinds Privacy Notice: https://www.solarwinds.com/applicant-privacy-notice

Skills & Tags

python machine learning ai data analytics product marketing sales

Aplyr's read

SolarWinds specializes in IT management software, attracting professionals focused on network performance, systems management, and security solutions.
Synthesized from recent postings & public sources

What's promising

•SolarWinds has a strong market presence in IT management software.
•The company offers diverse career opportunities across global locations.
•Recent hires indicate a focus on expanding alliances and sales channels.

What to watch

•SolarWinds faced a significant security breach in 2020 affecting its reputation.
•The company operates in a highly competitive IT management sector.
•Limited public information about employee satisfaction and company culture.

Why SolarWinds

•SolarWinds is known for its comprehensive network performance monitoring tools.
•The company provides specialized solutions for IT security challenges.
•SolarWinds has a notable focus on government and enterprise clients.

Aplyr’s read is generated by AI from public sources. Was it useful?

About SolarWinds

SolarWinds

solarwinds.com

View company

SolarWinds is a leading provider of IT management software, offering solutions for network performance monitoring, systems management, and IT security.