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Support Escalation Engineer Interview Questions

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508 support escalation engineer 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
avatar

Technical Support Escalations Specialist

Interviewed at Thinkific

4★
Jan 28, 2025

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

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