Support Engineer

Job description

About Addi

We are a leading financial platform, building the future of payments, shopping, and banking—a world where consumers and merchants can transact effortlessly, grow together and where we create abundance and generate pride in them.

Today, we serve over 2 million customers and partner with more than 20,000 merchants, making Addi Colombia’s fastest-growing marketplace.

We provide banking solutions (deposits, payments, unsecured credit) and commerce services (e-commerce, marketing) using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom.

As the country’s leading Buy Now, Pay Later provider, we have secured regulatory approval to operate as a bank, unlocking even greater opportunities for our customers.

In the past year, we have also achieved profitability, reinforcing the strength of our business model and our ability to scale sustainably.

Our mission has earned the trust of world-class investors, and with their support we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.

We are a conscious company, driven by deep experience in scaling technology, services and products, and we live by our values every day.

The Role

This is where you come in.

Below, you’ll find what this role is all about—the impact you’ll drive, the challenges you’ll tackle, and what it takes to thrive at Addi.

If you’re ready to be part of something big, keep reading.

What’s The Mission You’ll Drive

Resolve technical issues efficiently while providing excellent customer service and ensuring the stability and performance of the platform, acting as a bridge between Engineering, Ops and customers to troubleshoot, document, support integrations and solve technical challenges, contributing to product improvement and customer satisfaction.

What You Will Do

• Resolved 90% of technical support tickets within the defined SLAs using our observability and data tools.
  
  
• Identified the technical root cause and maintained a 100% handoff success rate when escalating issues to the engineering team or others.
  
  
• Reduced ticket resolution times through continuous improvement of processes.
  
  
• Participated and collaborated in the incident management process for high-severity incidents, achieving resolution of at least 90% of incidents.
  
  
• Performed complete and successful integrations with customers and merchants ensuring our platform and products work.
  
  
• Partnered with Ops (for customer service) and Product (for enhancements to the merchant experience) providing constant feedback to improve our relationship processes.
  
  

What We’re Looking For

• Knowledge of Technical Customer Support
• +2 years of experience in Technical Customer Support - L2
• Strong understanding of Linux/Unix environments, networking concepts, and common software troubleshooting tools.
  
  
• Proficiency in using command-line tools, SQL, API testing tools (e.g., Postman), and log analysis to diagnose and resolve technical issues.
  
  
• Understanding of programming languages, APIs, and networking principles.
  
  
• Strong Problem Solving Capability
• Methodical approach to technical problems, identifying root causes and implementing efficient solutions.
  
  
• Ability to resolve issues under time pressure while maintaining speed and quality.
  
  
• Ability to document and escalate issues effectively with relevant context and clear priority.
  
  
• Strong Customer Centricity
• Solid communication skills to effectively interact with customers and provide timely support.
  
  
• Follow up on unresolved issues to ensure total customer satisfaction.
  
  
• Understand customer pain points and ensure decisions address real needs.
  
  
• Prioritize customer needs in decision-making and actions.
  
  
• Strong Ownership
• Shows initiative, anticipates what needs to be done, and identifies opportunities to improve team and company effectiveness.
  
  
• Ability to automate repetitive tasks and enhance existing workflows or tools.
  
  
• Works well in cross-functional teams with collaboration to resolve complex problems.
  
  
• Self-motivated with a commitment to learning and improving technical skills.
  
  

Why join us?

• Work on a problem that truly matters – we are redefining how people shop, pay, and bank in Colombia, empowering millions with accessible, seamless, and fair financial services.
  
  
• Be part of something big from the ground up – shape the company, technology, strategy, culture and values.
  
  
• Unparalleled growth opportunity – a rapidly expanding market and a high-impact role in a fast-scaling fintech.
  
  
• Join a world-class team – collaborate with top-tier talent in an environment that values excellence, ownership and collaboration.
  
  
• Competitive compensation and meaningful ownership – generous salary, equity, and benefits to support your growth.
  
  

How The Hiring Process Looks Like

We believe in a fast, transparent, and engaging hiring experience.

Here’s the process:

• Step 1: People Interview (30 min) – Meet with our recruiter for a 30-minute video chat to understand your goals and answer questions about ADDI.
  
  
• Step 2: Initial Interview (45 min) – Interview with a backend software engineer to discuss your technical background and CS concepts.
  
  
• Step 3: Take Home Challenge (1 week) – Complete a simple take-home challenge; invest about 5 hours to develop a working solution.
  
  
• Step 4: Deep Dive Interview (60 min) – Discuss your take-home submission with an engineer and engineering manager.
  
  
• Step 5: Co-Founder Interview (30 min) – Onsite with a founder to talk about the vision and your contributions.
  
  

We value efficiency and respect your time.

Our goal is to complete the process quickly and provide feedback at every stage, regardless of outcome.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

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Required Skill Profession

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