50+ Support Engineer Interview Questions and Answers

Handling escalations and approach to issue resolution in support as a developer

• I understand the importance of timely resolution of issues and the impact it has on customer satisfaction

• My approach is to first gather all necessary information and analyze the root cause of the issue

• I then prioritize the issue based on its severity and impact on the customer

• I communicate effectively with the customer and keep them updated on the progress of the resolution

• If necessary, I escalate ...read more

I would explain the importance of work-life balance and propose alternative solutions.

• Explain the importance of work-life balance and the negative effects of working excessively

• Propose alternative solutions such as delegating tasks, setting priorities, and implementing efficient processes

• Highlight the benefits of a well-rested and balanced support engineer, including improved productivity and customer satisfaction

The number of cycles a microprocessor runs in MOV A,B depends on the specific microprocessor architecture.

• The number of cycles can vary depending on the microprocessor architecture and its implementation.

• In general, MOV A,B is a simple instruction that moves the value in register B to register A.

• The number of cycles required for this instruction can range from 1 to multiple cycles.

• Factors such as the microprocessor's pipeline, cache, and instruction set architecture can affec...read more

SOQL query to retrieve Accounts and their related Contacts.

• Use the relationship field 'Contacts' on the Account object to retrieve related contacts.

• Use the SELECT statement to specify the fields to retrieve.

• Use the WHERE clause to filter the results based on specific criteria.

• Example: SELECT Id, Name, (SELECT Id, Name FROM Contacts) FROM Account WHERE Industry = 'Technology'

To perform a firmware upgrade on Meraki, navigate to the dashboard, select the desired device, go to the firmware tab, and choose the upgrade option.

• Login to the Meraki dashboard

• Select the desired device

• Go to the firmware tab

• Choose the upgrade option

T state refers to the time period in which a microprocessor executes a single machine cycle.

• T state is a measure of time in a microprocessor's execution cycle.

• It represents the time taken to complete a specific operation or instruction.

• T state is often used to analyze and optimize the performance of microprocessors.

• For example, a microprocessor may have multiple T states for fetching, decoding, and executing instructions.

As a Support Engineer, my day to day activities involve troubleshooting login issues among other technical problems.

• Verify if the user is entering the correct credentials

• Check if the user account is active and not locked out

• Check if there are any network connectivity issues

• Check if there are any server-side issues

• Reset the user's password if necessary

• Provide clear instructions to the user on how to resolve the issue

• Document the issue and the steps taken to resolve it

Python code to print a word/number in reverse order

• Use string slicing with a step of -1 to reverse the word/number

• Example: word = 'hello', print(word[::-1]) will output 'olleh'

• Example: number = 12345, print(str(number)[::-1]) will output '54321'

Automating processes in Azure DevOps can be achieved through various methods.

• Use Azure Pipelines to create automated build and release pipelines

• Use Azure Functions to automate tasks and trigger events

• Use Azure Logic Apps to create workflows and automate processes

• Use Azure DevOps REST API to automate tasks and integrate with other tools

• Use Azure DevOps extensions to add custom functionality and automate tasks

To finish a project within customer requirements, it is important to clearly understand the requirements, communicate effectively with the customer, prioritize tasks, and regularly update the customer on progress.

• Understand the customer's requirements thoroughly

• Communicate effectively with the customer to clarify any doubts or changes in requirements

• Prioritize tasks based on customer priorities and deadlines

• Regularly update the customer on the progress of the project

• Seek feed...read more

Creating a VM involves selecting a virtualization platform, configuring settings, and installing an operating system.

• Select a virtualization platform such as VMware, Hyper-V, or VirtualBox

• Configure settings such as CPU, memory, storage, and network

• Install an operating system on the VM, either from an ISO file or a network source

Configuration and console management involves setting up and maintaining servers and storage systems.

• Configuration involves setting up hardware, software, and network settings on servers and storage devices.

• Console management includes monitoring and troubleshooting server and storage issues remotely.

• Tools like SSH, RDP, and vendor-specific management consoles are used for configuration and console management.

• Regular updates, backups, and security measures are essential for ma...read more

Servers and storages perform various functions and operations to support data storage and retrieval.

• Servers host applications and data for users to access remotely

• Storages store data and files for easy retrieval

• Servers can be physical or virtual machines

• Storages can be local or networked

• Examples: File servers, web servers, database servers, NAS, SAN

Different types of backup strategies include full backup, incremental backup, differential backup, and mirror backup.

• Full backup: A complete backup of all data and files.

• Incremental backup: Backs up only the data that has changed since the last backup.

• Differential backup: Backs up all changes since the last full backup.

• Mirror backup: An exact copy of the data is created in real-time.

I am proficient in multiple programming languages including Java, Python, and C++.

• Proficient in Java, Python, and C++

• Experience with scripting languages such as Bash and PowerShell

• Familiarity with web development languages such as HTML, CSS, and JavaScript

Troubleshooting issues and resolving problems is a crucial aspect of a Support Engineer's job.

• Identify the root cause of the problem

• Use diagnostic tools to gather information

• Collaborate with team members to find solutions

• Document the troubleshooting process and solution

• Test the solution to ensure it resolves the issue

Planned maintenance is scheduled maintenance performed on equipment or systems to prevent unexpected breakdowns.

• Scheduled maintenance to prevent unexpected breakdowns

• Regularly performed on equipment or systems

• Helps to ensure optimal performance and longevity

• Examples: changing oil in a car every 5,000 miles, updating software on a computer monthly

API stands for Application Programming Interface. It is a set of protocols, routines, and tools for building software applications.

• API allows different software applications to communicate with each other

• It defines how software components should interact

• API provides a layer of abstraction between software components

• API can be used to access data or functionality from a remote server

• Examples of APIs include Google Maps API, Twitter API, and Facebook API

DC discovery is the process of identifying and mapping the devices and components in a data center.

• DC discovery involves scanning the network to identify devices and their configurations.

• It helps in creating an inventory of all the hardware and software components in the data center.

• DC discovery is important for monitoring and managing the data center infrastructure.

• Examples of DC discovery tools include SolarWinds, BMC Discovery, and ServiceNow Discovery.

NAT stands for Network Address Translation. It is a process used in routers to modify network address information in packet headers.

• NAT allows multiple devices on a local network to share a single public IP address.

• There are three types of NAT: Static NAT, Dynamic NAT, and PAT (Port Address Translation).

• NAT works by translating private IP addresses to public IP addresses and vice versa.

• For example, when a device on a local network accesses the internet, NAT changes the source...read more

Authentication is the process of verifying the identity of a user or system.

• Authentication can be done through various methods such as passwords, biometrics, tokens, or certificates.

• The process involves the user providing credentials, which are then verified by the system.

• If the credentials match, the user is granted access to the system or application.

• Authentication is important for security and privacy purposes.

• Examples of authentication protocols include OAuth, SAML, and O...read more

Right join and left join are types of joins used in SQL to combine rows from two or more tables based on a related column between them.

• Left join returns all rows from the left table and the matched rows from the right table, with null values where there is no match.

• Right join returns all rows from the right table and the matched rows from the left table, with null values where there is no match.

• Example: SELECT * FROM table1 LEFT JOIN table2 ON table1.id = table2.id;

• Example: S...read more

Atlassian values are centered around teamwork, openness, and customer focus.

• Atlassian values collaboration and encourages employees to work together to achieve common goals.

• Openness is a key value, with transparency and honesty being highly valued.

• Customer focus is a top priority, with a commitment to delivering high-quality products and services that meet customer needs.

• Other values include innovation, continuous improvement, and a focus on results.

• Examples of Atlassian valu...read more

OTT is a streaming service delivered over the internet. SDLC is a process for software development. Network gateway is a device that connects networks.

• OTT stands for Over-The-Top and refers to streaming services like Netflix, Hulu, and Amazon Prime Video that are delivered over the internet.

• SDLC stands for Software Development Life Cycle and is a process for developing software that includes planning, designing, coding, testing, and maintenance.

• A network gateway is a device t...read more

There are different types of disks in Azure, including managed disks, unmanaged disks, premium disks, and standard disks.

• Managed disks are the recommended disk type in Azure, offering high availability and durability.

• Unmanaged disks require you to manage the storage accounts yourself.

• Premium disks provide high-performance SSD storage for I/O intensive workloads.

• Standard disks offer cost-effective HDD storage for general purpose workloads.

Types of storage replication include synchronous, asynchronous, and snapshot-based replication.

• Synchronous replication ensures data is mirrored in real-time between primary and secondary storage systems.

• Asynchronous replication allows for a delay in data transfer between primary and secondary storage systems.

• Snapshot-based replication captures a point-in-time copy of data for replication purposes.

• Examples: EMC SRDF for synchronous replication, NetApp SnapMirror for asynchrono...read more

Communities are groups of people with shared interests or goals who come together to support each other and achieve their objectives.

• Communities can be based on various factors such as location, profession, hobbies, religion, etc.

• They provide a platform for individuals to connect, share knowledge and experiences, and collaborate on projects.

• Online communities have become increasingly popular with the rise of social media platforms.

• Examples of communities include professional ...read more

Radio frequency is a type of electromagnetic radiation with wavelengths longer than infrared light but shorter than microwaves.

• Radio frequency is used in various applications such as wireless communication, broadcasting, radar, and medical devices.

• Examples of radio frequency devices include cell phones, Wi-Fi routers, and MRI machines.

• RF waves are measured in hertz (Hz) and have frequencies ranging from 3 kHz to 300 GHz.

DNS stands for Domain Name System. It translates domain names to IP addresses.

• DNS is like a phone book for the internet, translating domain names (like google.com) to IP addresses (like 172.217.7.238).

• It helps users access websites by translating human-readable domain names into machine-readable IP addresses.

• DNS also helps in email delivery by translating domain names in email addresses to IP addresses of mail servers.

• DNS operates through a distributed network of servers that...read more

A palindrome is a word, phrase, number, or other sequence of characters that reads the same forward and backward.

• Check if the string is equal to its reverse to determine if it is a palindrome.

• Ignore spaces and punctuation when checking for palindromes.

• Convert the string to lowercase to ensure case-insensitive comparison.

An index is a data structure that improves the speed of data retrieval operations in a database.

• Types of indexes include clustered, non-clustered, unique, and composite indexes.

• Indexes can be created on one or multiple columns in a table.

• Examples of indexes are primary keys, foreign keys, and indexes created for frequently searched columns.

To partition a disk, use a disk management tool or command-line utility to create separate sections on the disk.

• Use a disk management tool like Disk Management in Windows or Disk Utility in macOS

• Alternatively, use a command-line utility like fdisk or parted in Linux

• Select the disk you want to partition and choose the option to create a new partition

• Specify the size and file system format for the partition

• Repeat the process to create additional partitions if desired

A program in C to check if a given number is a palindrome or not.

• Take input number from user

• Reverse the number

• Compare the reversed number with the original number

• If both are same, then the number is a palindrome

• If not, then the number is not a palindrome

Latest technologies in software include AI, blockchain, cloud computing, and IoT.

• AI (Artificial Intelligence) is being used in various industries for automation and decision-making

• Blockchain technology is being used for secure and transparent transactions

• Cloud computing is becoming more popular for its scalability and cost-effectiveness

• IoT (Internet of Things) is being used to connect devices and enable data collection and analysis

Firmware program is a software program that is embedded into a hardware device to control its operation.

• Firmware programs are typically stored in non-volatile memory such as ROM or flash memory.

• They are responsible for controlling the device's basic functions and operations.

• Firmware programs are often updated to fix bugs, add new features, or improve performance.

• Examples of devices with firmware programs include smartphones, routers, and printers.

Linux commands are essential for Support Engineers to troubleshoot issues and manage systems efficiently.

• Use 'ps' command to view running processes and their details

• Use 'grep' command to search for specific text in files or output

• Use 'top' command to monitor system resources and processes in real-time

• Use 'tail' command to view the last few lines of a file, helpful for log files

• Use 'netstat' command to display network connections, routing tables, and interface statistics

BSOD stands for Blue Screen of Death, a Windows operating system error screen displayed when a system encounters a critical error.

• BSOD is a stop error screen that appears when the Windows operating system encounters a system crash or critical error.

• It usually includes an error code and a message indicating the cause of the crash.

• Common causes of BSOD errors include hardware failures, driver issues, and software conflicts.

• Examples of BSOD error codes include: IRQL_NOT_LESS_OR_...read more

AWS is a cloud computing platform that offers a wide range of services for computing, storage, networking, and more.

• AWS offers services for computing, storage, databases, analytics, machine learning, networking, security, and more

• Some popular AWS services include EC2, S3, RDS, Lambda, DynamoDB, and VPC

• AWS also offers tools for deployment, management, and monitoring of applications and infrastructure

• AWS has a global infrastructure with regions and availability zones to ensure ...read more

A program to check if a given number is even or odd in C language.

• Use the modulus operator to check if the number is divisible by 2 or not.

• If the remainder is 0, then the number is even, otherwise it is odd.

• Print the result accordingly using if-else statements.

Communicate complex technical concepts in a simple and understandable way to non-technical stakeholders.

• Use analogies or real-world examples to explain technical concepts

• Avoid jargon and technical terms

• Focus on the benefits and outcomes of the technology rather than the technical details

HTTP protocol is a set of rules for transferring data over the internet.

• HTTP stands for Hypertext Transfer Protocol

• It is the foundation of data communication on the World Wide Web

• HTTP uses a client-server model where a client makes a request to a server and the server responds with the requested data

• It operates on top of the TCP/IP protocol

• HTTP requests are made up of methods like GET, POST, PUT, DELETE, etc.

REST APIs are a type of web service that allows communication between different systems over HTTP.

• REST stands for Representational State Transfer

• REST APIs use standard HTTP methods like GET, POST, PUT, DELETE

• REST APIs typically return data in JSON or XML format

• REST APIs are stateless, meaning each request from a client to a server must contain all the information needed to understand the request

A public IP is a unique address provided by an Internet Service Provider (ISP) to identify a device on the internet.

• Public IPs are used to communicate with devices over the internet

• They are assigned by ISPs and are globally unique

• Public IPs can be static (unchanging) or dynamic (changing)

Arrays are a data structure that stores a collection of elements of the same data type in a contiguous memory location.

• Arrays have a fixed size determined at the time of declaration.

• Elements in an array are accessed using an index starting from 0.

• Example: string[] names = {"Alice", "Bob", "Charlie"};

A prime number is a number greater than 1 that has no positive divisors other than 1 and itself.

• Check if the number is greater than 1

• Loop through numbers from 2 to the square root of the number

• If the number is divisible by any of the numbers in the loop, it is not prime

Reverse a linked list by changing the direction of its pointers.

• Iteratively swap the next and previous pointers of each node until the end is reached.

• Recursively swap the next and previous pointers of each node until the end is reached.

• Use a stack to push each node onto it and then pop them off in reverse order, changing the pointers as you go.

L1 support refers to the first level of technical support provided to customers or end-users.

• L1 support involves basic troubleshooting and issue resolution

• Typically handles simple and common technical issues

• Escalates more complex problems to higher support levels

• Provides initial response and assistance to customers