The following are exercises for the technical support positions.
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Objective: We will share a technical issue with you. This exercise will focus on reviewing a client issue and how you deal with its escalation.
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Candidate Prep: Keep in mind that you will be communicating with a client regarding this issue. Think about how you manage customer concerns while working to remedy their issues to prepare for this exercise.
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Objective: You will be given support tickets to respond to from a phone support line, a public forum, and a public issue on GitHub. You will be asked to prepare a document or presentation detailing your approach to support and review it during your on-site.
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Candidate Prep: To prepare for this exercise, think about tools you find helpful in the support process, how to streamline tickets from multiple channels, handling support for both clients and users, and how to organize support structures.
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Objective: You will learn about a technical concept or component related to CockroachDB from a member of our engineering team and use what you've learned to respond to a support ticket.
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Candidate Prep: The purpose of this exercise is to assess how well you can learn unfamiliar technical concepts, ask questions to augment your understanding, and explain what you learned to a third party. To prepare, think about how best to effective gather information and synthesize it for a customer.
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Objecitve: You will review the take-home exercise and discuss your use of documentation to handle support in the past.
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Candidate Prep: Be prepared to discuss how you researched and answered each question and to walk through Cockroach Labs' documentation more generally.