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Support Escalation Engineer Interview Questions

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492 support escalation engineer interview questions shared by candidates

Question 1: Part B Using the response below from the customer, a log from our platform and items listed in our Help article, please outline the steps you would take to investigate this. Feel free to use bullet points! >>> EMAIL <<< Thanks for getting back to us, Please find below an example JWT Token generated by our code at Tuesday, March 24, 2020 8:03:29 PM UTC. Our server is synced to UTC time like yours which is why it is so strange to be a timing error. What time do you see that JWT code logged on your system? JWT: eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJCSU8iOiJJVDEiLCJMQVNUX05BTUUiOiJXYXlu ZSIsIkVNQUlMIjoiYnJ1Y2VAd2F5bmVlbnRlcnByaXNlcy5jb20iLCJJQVQiOjE1ODUwODAyMDk sIkZJUlNUX05BTUUiOiJCcnVjZSIsIkNPTVBBTlkiOiJXYXluZSBFbnRlcnByaXNlcyJ9.iIIGm9s0B C64noGAEz-fu1v8YH0KNie0cnlCaU0PkwY I hope that helps you. We’re getting quite anxious at the prospect of having this done before we launch. Sincerely, George >>> LOG <<< Log of incorrect JWT token: 03/24/2020 13:03:39.805 - 0700 View as Raw {"date":1585080219.805837, ● "stream":"stdout", ● "time":"2020-03-24T20:03:39.805837454Z", ● "log_processed":▼{ ○ "timestamp":"24/Mar/2020:20:03:39 +0000", ○ "transaction_id":"5e68927b576b710133199d88aa3 21388", ○ "payload":▼{ ■ "body_bytes_sent":142, ■ "host":"wayneenterprises.thinkific.com ", ■ "http_referer":"https://www.wayneenter prises.com/manage/", ■ "http_user_agent":"Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/79.0.3945.117 Safari/537.36", ■ "pipe":".", ■ "proxy_protocol_addr":"55.555.55.555", ■ "remote_user":"", ■ "request":"GET /api/sso/v2/sso/jwt?jwt=eyJ0eXAiOiJKV1QiL CJhbGciOiJIUzI1NiJ9.eyJCSU8iOiJJVDEiLC JMQVNUX05BTUUiOiJXYXluZSIsIkVNQUlMIjoi YnJ1Y2VAd2F5bmVlbnRlcnByaXNlcy5jb20iLC JJQVQiOjE1ODUwODAyMDksIkZJUlNUX05BTUUi OiJCcnVjZSIsIkNPTVBBTlkiOiJXYXluZSBFbn RlcnByaXNlcyJ9.iIIGm9s0BC64noGAEz- fu1v8YH0KNie0cnlCaU0PkwY HTTP/2.0", ■ "request_time":0.038, ■ "scheme":"https", ■ "status":302, ■ "upstream_response_time":0.038
avatar

Technical Support Escalations Specialist

Interviewed at Thinkific

4★
Jan 28, 2025

Question 1: Part B Using the response below from the customer, a log from our platform and items listed in our Help article, please outline the steps you would take to investigate this. Feel free to use bullet points! >>> EMAIL <<< Thanks for getting back to us, Please find below an example JWT Token generated by our code at Tuesday, March 24, 2020 8:03:29 PM UTC. Our server is synced to UTC time like yours which is why it is so strange to be a timing error. What time do you see that JWT code logged on your system? JWT: eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJCSU8iOiJJVDEiLCJMQVNUX05BTUUiOiJXYXlu ZSIsIkVNQUlMIjoiYnJ1Y2VAd2F5bmVlbnRlcnByaXNlcy5jb20iLCJJQVQiOjE1ODUwODAyMDk sIkZJUlNUX05BTUUiOiJCcnVjZSIsIkNPTVBBTlkiOiJXYXluZSBFbnRlcnByaXNlcyJ9.iIIGm9s0B C64noGAEz-fu1v8YH0KNie0cnlCaU0PkwY I hope that helps you. We’re getting quite anxious at the prospect of having this done before we launch. Sincerely, George >>> LOG <<< Log of incorrect JWT token: 03/24/2020 13:03:39.805 - 0700 View as Raw {"date":1585080219.805837, ● "stream":"stdout", ● "time":"2020-03-24T20:03:39.805837454Z", ● "log_processed":▼{ ○ "timestamp":"24/Mar/2020:20:03:39 +0000", ○ "transaction_id":"5e68927b576b710133199d88aa3 21388", ○ "payload":▼{ ■ "body_bytes_sent":142, ■ "host":"wayneenterprises.thinkific.com ", ■ "http_referer":"https://www.wayneenter prises.com/manage/", ■ "http_user_agent":"Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/79.0.3945.117 Safari/537.36", ■ "pipe":".", ■ "proxy_protocol_addr":"55.555.55.555", ■ "remote_user":"", ■ "request":"GET /api/sso/v2/sso/jwt?jwt=eyJ0eXAiOiJKV1QiL CJhbGciOiJIUzI1NiJ9.eyJCSU8iOiJJVDEiLC JMQVNUX05BTUUiOiJXYXluZSIsIkVNQUlMIjoi YnJ1Y2VAd2F5bmVlbnRlcnByaXNlcy5jb20iLC JJQVQiOjE1ODUwODAyMDksIkZJUlNUX05BTUUi OiJCcnVjZSIsIkNPTVBBTlkiOiJXYXluZSBFbn RlcnByaXNlcyJ9.iIIGm9s0BC64noGAEz- fu1v8YH0KNie0cnlCaU0PkwY HTTP/2.0", ■ "request_time":0.038, ■ "scheme":"https", ■ "status":302, ■ "upstream_response_time":0.038

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