Support Engineer

Job description

Location

Colombia

Employment Type

Full time

Location Type

Remote

Department

Engineering

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, including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more, who back our vision for the future.

With their support, we are not just growing—we are transforming Latin America’s financial ecosystem and shaping the next generation to shop, pay, and bank in Colombia.

But what truly sets us apart is how we build.

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

About 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 properly the technical root cause and maintained a 100% handoff success rate when escalating issues to the engineering team or other ones.
  
  

• Reduced ticket resolution times through continuous improvement of processes

• Participated and collaborated in the incident management process for high-severity incidents by collaborating with senior engineers, 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 that allowed to improve our process of relationships with them

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

  • Has approached technical problems methodically, identifying root causes and implementing efficient solutions.
    
    

  • Quick thinker who can resolve issues under time pressure while maintaining speed and quality

  • Has demonstrated the ability to document and escalate issues effectively with relevant context and clear priority.
    
    

• Strong Customer Centricity ability

  • Demonstrates solid communication skills to effectively interact with customers and provide timely support.
    
    

  • Follows up on unresolved issues to ensure total customer satisfaction.
    
    

  • Seeks out and understand customer pain points and challenges, making sure all decisions address their real needs.
    
    

  • Is able to make customer needs the priority, driving every action and strategy with their experience in mind.
    
    

• Strong Ownership capabilities

  • Shows initiative as it anticipates what needs to be done but also identifies and acts on opportunities to improve the team's and company’s effectiveness.
    
    

  • Exhibits the ability to make improvements to automate repetitive tasks and perform enhancements on existing workflows or tools

  • Demonstrates how is able to work well in cross-functional teams, demonstrating strong teamwork and collaboration skills to resolve complex problems.
    
    

  • A self-motivated individual who takes initiative to learn and improve their technical skills.
    
    

Why join us?

• Work on a problem that truly matters – We are redefining how people shop, pay, and bank in Colombia, breaking down financial barriers and empowering millions.
  
  Your work will directly impact customers' lives by creating more accessible, seamless, and fair financial services.
  
  

• Be part of something big from the ground up – This is your chance to help shape a company, influencing everything from our technology and strategy to our culture and values.
  
  You won’t just be an employee—you’ll be an owner

• Unparalleled growth opportunity – The market we’re tackling is massive, and we’re growing faster than almost any fintech lender at our stage.
  
  If you’re looking for a high-impact role in a company that’s scaling fast, this is it.
  
  

• Join a world-class team – Work alongside top-tier talent from around the world, in an environment where excellence, ownership, and collaboration are at the core of everything we do.
  
  We care deeply about what we build and how we build it—and we want you to be a part of it.
  
  

• Competitive compensation & meaningful ownership – We believe in rewarding our talent.
  
  You’ll receive a generous salary, equity in the company, and benefits that go beyond the basics to support your growth.
  
  

How the hiring process looks like

We believe in a fast, transparent, and engaging hiring experience that allows both you and us to determine if there's a great fit.

Here’s what our process looks like:

• Step 1: People Interview (30 min)

  Meet with our recruiter for a 30-minute video chat.
  
  We will get to know you better, understand what you’re looking for, and answer any questions you might have about ADDI.
  
  

• Step 2: Initial Interview (45 min)

  Meet with one backend software engineer for a 45-minute video chat interview.
  
  Here, we will ask you questions about your technical background and basic computer science concepts.
  
  You will be able to ask any questions about the culture and how we work at ADDI.
  
  

• Step 3: Take Home Challenge (1 week)

  Complete a simple take-home challenge within a 1-week window.
  
  With this technical challenge, we want to see your technical expertise solving a real-world problem.
  
  We expect that you invest 5 hours or less in developing a working solution.
  
  

• Step 4: Deep Dive Interview (60 min)

  Meet with a backend software engineer and the engineering manager for a 45-minute chat to talk about your take-home exercise submission and any questions you might have.
  
  

• Step 5: Co-Founder Interview (30 min)

  Meet onsite with one of our founders for a 30-minute chat to talk about the vision of the company, what we are building and how you will contribute to our product.
  
  

We value efficiency and respect for your time, so we aim to complete the process as quickly as possible.

Our goal is to make this experience insightful and exciting for you, just as much as it is for us.

Regardless of the outcome, we are committed to always providing feedback, ensuring that you walk away with valuable insights from your experience with us.

Required Skill Profession

Instalación Mantenimiento Reparación