Welcoming questions
- Can you tell us about your background and what drew you to technical support rather than pure development or pure customer service?
- What kind of technical problem do you most enjoy untangling?
Role-specific / technical competencies
- Walk us through the hardest ticket you have resolved. How did you narrow down the root cause?
- How do you approach reading logs when you have thousands of lines and no obvious error? What do you look for first?
- A customer reports that an API integration stopped working overnight with no changes on their side. What are your first five diagnostic steps?
- How comfortable are you with SQL? Describe a time you used a query to investigate or resolve a customer-reported data issue.
- What makes a bug report useful to engineers? Walk us through how you would write up an intermittent issue you cannot reliably reproduce.
Behavioural & culture fit
- Tell us about a time a customer was angry about an issue that turned out to be their own misconfiguration. How did you handle it?
- Describe a disagreement with an engineer about the priority or validity of a bug you escalated. How was it resolved?
- How do you keep your technical knowledge current while spending most of the day on tickets?
Problem-solving / case
- Ten customers report the same error within an hour and engineering is in a release freeze. Walk us through how you manage the incident, the customers, and the escalation.
- A customer's data import completes without errors, but half the records are missing in the app. How would you investigate, and where could the data be lost?
- You notice that 20 percent of tickets are caused by one confusing settings page. What do you do beyond answering those tickets?
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