Interview Experience: IT Support Specialist at Remitly

When I interviewed for the IT Support Specialist position at Remitly, I went through a multi-step process that tested both my technical proficiency and ability to handle real-world IT issues in a fast-paced environment. Here’s an overview of the interview process and key insights based on my experience:

Interview Process Overview

The interview process at Remitly for the IT Support Specialist role was structured, focusing on both technical skills and behavioral attributes, ensuring that candidates are equipped to handle complex support scenarios. Here’s what you can expect:

1. Initial Screening (HR Interview)

The first step was a conversation with an HR representative. The purpose was to get a sense of my background, experience, and motivation for applying to Remitly.

Common questions:

• “Why do you want to work at Remitly?”
• “Can you walk me through your experience in IT support?”
• “How do you handle stressful situations?”

During this round, I emphasized my passion for problem-solving and how Remitly’s mission to improve financial services aligned with my own values. I also discussed my experience supporting teams with hardware, software, and network-related issues.

2. Technical Interview (Hiring Manager or IT Team)

The second stage focused on my technical abilities, with a deeper dive into my skills in troubleshooting, networking, and systems support. I was asked to demonstrate how I would approach common IT issues.

Sample questions:

• “How would you handle a situation where a user reports their computer is slow?”
• “Can you explain how DNS works and troubleshoot a DNS-related issue?”
• “What steps would you take if a printer isn’t working?”

For example, when asked about DNS troubleshooting, I explained how DNS resolves human-readable domain names into IP addresses and detailed how I would check for DNS server issues, flush the cache, or verify network settings.

3. Practical Task/Problem-Solving Exercise

In this round, I was given a scenario to troubleshoot a common IT issue that could arise in an organization. The aim was to assess my critical thinking and technical troubleshooting skills under pressure.

Sample scenarios:

• “Describe how you would troubleshoot a software compatibility issue in a large-scale environment.”

In my response, I explained how I once solved a compatibility issue by using virtualization to run older software on a new OS, ensuring continued productivity without delays.

Another scenario:

• “How would you resolve an issue where several employees were unable to access the internet?”

I explained my approach of asking questions to narrow down the issue, checking network cables, verifying DNS settings, performing a ping test, and checking the company’s firewall settings or contacting the ISP if needed.

4. Behavioral Interview (Cross-functional Collaboration & Cultural Fit)

This round assessed how well I could collaborate with non-technical teams, resolve conflicts, and contribute to the culture at Remitly. Remitly places a strong emphasis on teamwork and ensuring that all employees can navigate challenges while working efficiently.

Typical questions:

• “How do you explain technical issues to non-technical users?”
• “Can you provide an example of a time you had to deal with an angry or frustrated customer?”
• “Describe a situation where you worked with a team to resolve an urgent issue.”

I shared an example where I helped a non-technical colleague understand how to resolve email access issues, walking them through a series of steps, and ensuring they felt confident in handling similar problems in the future. This demonstrated my communication skills and patience.

5. Final Interview (Panel Interview with Senior Leaders)

The final round often involves a panel interview, where you may be interviewed by a mix of senior IT professionals and HR leaders. This is where Remitly assesses your long-term fit with the company and how you’ll contribute to its broader goals.

Key questions:

• “How do you prioritize IT tasks when multiple departments require your assistance?”
• “What’s your experience with cloud-based tools like AWS or Azure?”
• “How would you handle an IT crisis, such as a security breach?”

I talked about how I prioritize tasks by assessing the urgency and impact on the business, ensuring that critical issues are resolved first. I also highlighted my familiarity with AWS, explaining how I’ve helped organizations maintain cloud-based infrastructures and troubleshoot related problems.

Key Skills to Highlight

For this role, Remitly values candidates with strong technical troubleshooting skills, solid knowledge of networking, and the ability to communicate technical issues clearly to non-technical staff. Here are the key areas to focus on:

• Technical Troubleshooting: Show that you can quickly identify and solve issues related to hardware, software, and networks.
• Communication Skills: Highlight your ability to explain technical concepts to users without technical backgrounds.
• Network and Systems Knowledge: Be prepared to discuss DNS, network configurations, VPNs, and cloud-based tools like AWS or Azure.
• Customer Service Orientation: Remitly looks for IT professionals who can provide excellent service and resolve issues promptly, ensuring that employees or users have minimal disruption.
• Adaptability: IT support roles often require quick thinking and adaptability. Share examples where you had to think on your feet and find creative solutions.

Example from My Experience

One challenge I faced involved troubleshooting a network outage affecting multiple employees across several departments. After assessing the issue, I found that the company’s firewall was misconfigured, causing interruptions. I communicated with the network team, worked to adjust the settings, and ensured all users were back online in under an hour. This showed my ability to stay calm under pressure and resolve issues swiftly.