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Technical Support interview questions

Support interviews look for clear communication, a calm and methodical troubleshooting approach, and solid basics in networking, operating systems and the company's product. Expect role-play scenarios with an upset customer.

10 questions with answer notes · 4 rounds · By the JOBSPOT 360 team

How the selection process usually works

  1. 1

    Aptitude and communication

    An aptitude test plus a written or spoken English assessment, such as an email-writing task.

  2. 2

    Technical round

    Networking, operating systems, basic SQL and troubleshooting scenarios.

  3. 3

    Role-play

    Handle a mock customer call or chat for a product issue.

  4. 4

    HR

    Shift timings, rotational weekends, notice period and salary.

Rounds vary between companies. Smaller teams often merge the technical and managerial rounds, while larger companies may add an extra technical round.

Skills to brush up on

  • Troubleshooting methodology
  • Networking basics (DNS, DHCP, TCP/IP)
  • Windows and Linux administration
  • Basic SQL
  • Ticketing tools (Zendesk, Freshdesk, ServiceNow)
  • Written and verbal communication
  • ITIL basics (incidents, SLAs)
  • Customer empathy

Technical questions

  1. 01 A user says "the internet is not working". How do you troubleshoot?

    How to answer: Work layer by layer: cables or Wi-Fi, IP address (ipconfig), ping the gateway, ping an IP on the internet, then DNS (nslookup), then the browser or proxy.

  2. 02 What does DNS do, and what is the difference between DHCP and a static IP?

    How to answer: DNS turns domain names into IP addresses. DHCP assigns IP settings automatically; a static IP is configured by hand and stays fixed.

  3. 03 What is the difference between TCP and UDP?

    How to answer: TCP is connection based and reliable (web, email); UDP is faster and connectionless (video calls, DNS lookups).

  4. 04 Explain an SLA and the difference between an incident and a problem.

    How to answer: An SLA is the agreed response or resolution time. An incident is a single disruption to fix quickly; a problem is the root cause behind repeated incidents.

  5. 05 How do you check why a Windows or Linux machine is running slowly?

    How to answer: Task Manager or top for CPU and memory, check disk space, startup programs and recent updates, and look at event logs or system logs.

  6. 06 Write a SQL query to find all tickets opened by a customer in the last 7 days.

    How to answer: SELECT with a WHERE on the customer and a date condition such as created_at >= NOW() - INTERVAL 7 DAY, ordered by date.

  7. 07 What are common HTTP error codes and what do they tell you?

    How to answer: 400 is a bad request, 401 and 403 are auth issues, 404 is not found, 500 is a server error, 502 and 503 mean an upstream or service is unavailable. They tell you where to look.

Scenario questions

  1. 01 An angry customer says they will cancel their subscription. Handle the call.

    How to answer: Let them finish, acknowledge the frustration, summarise the issue, give a concrete next step and timeline, and follow up as promised.

  2. 02 You cannot solve an issue within the SLA. What do you do?

    How to answer: Escalate early with complete notes, keep the customer updated on progress, and do not go silent.

  3. 03 Write a reply email explaining a known bug without a fix date yet.

    How to answer: Apologise briefly, explain the impact in plain words, offer a workaround if one exists, and say when you will update them next.
Then comes the HR round Almost every interview ends with HR questions about you, your plans and your salary expectations. See the common ones and how to answer them.

Resume tips for this role

  • Mention support metrics: CSAT scores, tickets resolved per day, SLA adherence.
  • List the tools you have used (ticketing, remote desktop, Active Directory, monitoring).
  • Certifications like CCNA, CompTIA A+ or ITIL Foundation help you get shortlisted.
  • Highlight languages you speak. Regional language skills are valued in support roles.

This guide is written by the JOBSPOT 360 team from common interview patterns for this kind of role. It is not provided by any employer, and real interviews will differ. Read our editorial policy.