Customer Assurance and Escalation Program (CAEP) - Apprentice
Infoblox · Thiruvananthapuram
At Infoblox, every breakthrough begins with a bold “what if.”
What if your ideas could ignite global innovation?
What if your curiosity could redefine the future?
We invite you to step into the next exciting chapter of your career journey. Bring your creativity, drive, your daring spirit, and feel what it’s like to thrive on a team big enough to make an impact, yet small enough to make a difference. Our cloud-first networking and security solutions already protect 70% of the Fortune 500, and we’re looking for creative thinkers ready to push that influence even further. Join us and discover how far your bold “what if” can take the world, your community, and your career.
How we empower our people is extraordinary: we’re recognized as a Glassdoor Best Place to Work 2025, Great Place to Work-Certified in five countries, and honored by Cigna as a Healthy Workforce honors for three consecutive years; and what we build is world class: named CybersecAsia’s Best in Critical Infrastructure 2024 — clear evidence that when first-class technology meets empowered talent, remarkable careers take shape. So, what if the next big idea, and the next great career story, comes from you? Become the force that turns every “what if” into “what’s next.”
In a world where you can be anything, Be Infoblox.
Customer Assurance and Escalation Program (CAEP) - Apprentice
We have an opportunity for a CAEP Team Apprentice to join our Support organization in India - Trivandrum, reporting to Sarah Liedholm. In this role, you will build foundational skills in customer assurance operations while supporting the coordination, tracking, and documentation of critical customer situations. Working with Customer Assurance, Technical Support, Engineering, Sales, and other cross-functional teams, you will help maintain accurate case information, organize action items, prepare operational updates, and contribute to process improvements in a supportive, globally distributed environment.
You will also gain practical experience using approved AI-enabled tools, including Glean, Support Logic, and Forethought, to retrieve information, improve productivity, support reporting, and prepare draft communications. You will learn to validate AI-generated outputs against trusted source records and apply sound judgment when handling customer and business information.
Be a Contributor — What You’ll Do
- Support the intake, tracking, and organization of customer assurance and escalation cases
- Gather case details, customer history, timelines, technical information, and action items from approved internal systems
- Maintain trackers, case records, meeting notes, status updates, and follow-up items with accuracy and attention to detail
- Coordinate with stakeholders on actions, owners, dependencies, and due dates
- Review case records and trackers for completeness, accuracy, and adherence to required timelines
- Identify aged, at-risk, or incomplete information and escalate concerns to the appropriate team member
- Assist with reports, dashboards, operational updates, and presentations for Customer Assurance and cross-functional stakeholders
- Use approved AI tools, including Glean, Support Logic, and Forethought, for information retrieval, summarization, content drafting, and workflow productivity
- Validate AI-generated summaries, recommendations, and communications against source records before sharing or using them
- Maintain escalation notes and knowledge articles
Be Prepared — What You Bring
- Strong interest in customer operations, technical support, escalation management, data analysis, or a related field
- Basic proficiency with Microsoft Office or Google Workspace, including spreadsheets, documents, presentations, and email
- Comfort working with structured data, trackers, dashboards, and basic reporting
- Strong written and verbal communication skills in English
- Excellent attention to detail, organization, follow-through, and willingness to learn
- Ability to manage multiple tasks, prioritize deadlines, and seek guidance when needed
- Customer-centric mindset, adaptability, sound judgment, and a collaborative approach
- Curiosity about AI applications in operational workflows and willingness to learn approved AI tools
- Ability to review AI-generated content critically, verify information against trusted sources, and use AI responsibly
- Familiarity with CRM, ticketing, knowledge-management, or collaboration tools is a plus
Be Successful — Your Path
First 90 Days: Immerse in our culture, connect with mentors (Blox Buddies)and meet with key stakeholders that rely on your work. Discuss and create short/long term goals.
Six Months:
- Independently maintain assigned trackers, case documentation, action items, and routine quality checks with appropriate guidance
- Demonstrate a working understanding of Customer Assurance and Escalation Program workflows, stakeholders, and escalation practices
- Prepare accurate operational updates, reports, meeting notes, and follow-up communications
- Use approved AI tools responsibly to retrieve information, draft content, and improve productivity while validating outputs against source records
- Identify and recommend practical improvements to tracking, documentation, reporting, or team workflows
One Year:
- Provide reliable day-to-day operational support for customer assurance and escalation activities with increasing independence
- Produce high-quality case documentation, reports, dashboards, and communications for internal stakeholders
- Contribute useful insights from case data, trends, aging information, and recurring operational issues
- Support process improvements and AI-enabled initiatives that improve information access, consistency, and team productivity
- Build trusted working relationships with Technical Support, Engineering, Sales, and other cross-functional partners
- Demonstrate readiness for continued development in customer operations, technical support, escalation analysis, or a related career path
Belong — Your Community
Our culture thrives on inclusion, rewarding the bold ideas, curiosity, and creativity that move us forward. In a community where every voice counts, continuous learning is the norm. So, whether you code, create, sell, or care for customers, you’ll grow and belong here.
Be Rewarded — Benefits That Help You Grow, Thrive, Belong
- Comprehensive health coverage, generous PTO, and flexible work options
- Learning opportunities, career-mobility programs, and leadership workshops
- Sixteen paid volunteer hours each year, global employee resource groups, and a “No Jerks” policy that keeps collaboration healthy
- Modern offices with EV charging, healthy snacks, plus hackathons, game nights, and culture celebrations
- Charitable Giving Program supported by Company Match
- We practice pay transparency and reward performance. Offers reflect role location, internal equity, experience, skills, education, and certifications. Compensation for this apprentice position will follow the applicable India apprentice or intern stipend structure
Ready to Be the Difference?
Infoblox is an Affirmative Action and Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis
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