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Escalation Manager Interview Questions
492 escalation manager interview questions shared by candidates
Question 1: Part A A Thinkific Plus customer has sent in an email reporting issues with their Single Sign On. Using the information in our Help center article as well as your own experience/research, write up the initial response you would send to the customer to obtain the information you need to further diagnose the issue? SUBJECT: Our SSO is not working To Whom it May Concern, We are receiving a “”Token is expired” error consistently on our SSO. We see from your Help article that this usually relates to an IAT that is outside 120 seconds of your server time. Even if we copy the value of the generated IAT from here: https://www.epochconverter.com/clock and hardcode it and use it in 10 seconds, we still get the same error (Token is expired) Here is our Ruby code for troubleshooting: class SessionController < ApplicationController # Configuration THINKIFIC_API_KEY = ENV["THINKIFIC_API_KEY"] THINKIFIC_SUBDOMAIN = ENV["THINKIFIC_SUBDOMAIN"] def create if user = User.authenticate(params[:login], params[:password]) # If the submitted credentials pass, then log user into Thinkific sign_into_thinkific(user) else render :new, :notice => "Invalid credentials" end end private def sign_into_thinkific(user) # This is the meat of the business, set up the parameters you wish # to forward to Thinkific. All parameters are documented in this page. iat = Time.now.to_i jti = "#{iat}/#{SecureRandom.hex(18)}" payload = JWT.encode({ :IAT => iat, :JTI => jti, :FIRST_NAME => user.first_name, :LAST_NAME => user.last_name, :EMAIL => user.email, }, THINKIFIC_API_KEY) redirect_to thinkific_sso_url(payload) end def thinkific_sso_url(payload) url = "http://#{THINKIFIC_SUBDOMAIN}.thinkific.com/api/sso/v2/sso/jwt?jwt=#{payload}" url += "&return_to=#{URI.escape(params["return_to"])}" if params["return_to"].present? url += "&error_url=#{URI.escape(params["error_url"])}" if params["error_url"].present? url end end What is happening here? We are launching in 5 DAYS and need to have this working by then. We’re only paying $500 per month for this feature. Please let us know as soon as possible. George
Work history, training experience, etc
- How would you troubleshoot an "Unknown Error" message popping up when you start an application on your workstation? - Look at the product's architecture on the screen and suggest ways to improve it.
Interview focused heavily on APAC specific given the role being based in Singapore. There were questions around expected challenges for markets which META faces based on my understanding, such as SG, MY and CN, how each differ and how each specific example/scenario would differ for a given market.
Tell me about a time where you had to do something that was outside of the usual process
Phone interview contained number behavioral questions related to team work, time management, dealing with ambiguity, dealing with stress situation + 2 cases
Performance issues on Servers, Network, Storage
Probably the last 2 questions. This is a customer service/call center type of position. All my previous jobs have been customer service/call center positions as well. It was hard for me to think of a situation that related to those scenarios. They seemed very tech-support-like questions in my opinion.
Explain a time when you were given constructive feedback and how did you take it?
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