Walk us through the most difficult software issue you personally investigated. Start from when the ticket landed in your queue until it was resolved or escalated.
Describe a bug you personally reproduced before sending it to Engineering. What steps did you take to reproduce it, and what ultimately confirmed the bug?
Tell us about a support ticket that you intentionally chose not to escalate to Engineering. Why did you make that decision, and how did you resolve it?
Describe a time Engineering rejected or kicked back one of your escalations. What feedback did they give, and what did you learn from it?
Tell us about a time logs, monitoring tools, or error messages led you to the root cause of an issue. What did you find, and how did it change your investigation?
Describe a real support issue where you used SQL to investigate the problem. What were you trying to prove or disprove?
Describe a real investigation where you used AI to assist your troubleshooting. What did AI help with, and what parts did you verify yourself?
Describe a case where you advocated for a customer and their issue despite initial reluctance by others to address it.