TL;DR: Bait-and-switch, everyone’s time was wasted. I was contacted by an internal recruiter a few days after submitting my application, and scheduled a phone screen. The call went well, and she was very friendly and informative. She said she wanted me to move forward in the process and emailed me an hour-long tech test which consisted of using their knowledge base to answer sample support tickets. I was told that I did perfectly on the test. Then, I scheduled the interview - it ultimately had to be rescheduled by them, but these things happen. It seemed to start out well, with typical questions about my experience and why the role interested me. Then, I was asked if I had experience with using ticket grading tools - I did not, but I provided a similar example of something I've used. Then, things totally changed - the hiring manager said he wanted to cut the interview short and started talking about a totally different role, before saying he'd send me an email about it and ending the call. It felt like a total bait-and-switch, and a complete waste of my time and effort. If this single aspect was such a dealbreaker, then it should've been mentioned previously! The person I had the phone screen with called me a week later to apologize and say that she didn’t know why this happened.