Support Engineer
Support Engineer
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Job Description
About Addi
We are a leading financial platform building the future of payments shopping and bankinga 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 20000 merchants making Addi Colombias 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 countrys leading Buy Now Pay Later provider we have secured regulatory approval to operate as a bank unlocking even greater opportunities for our 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 growingwe are transforming Latin Americas 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 youll find what this role is all aboutthe impact youll drive the challenges youll tackle and what it takes to thrive at Addi. If youre ready to be part of something big keep reading.
Whats the mission youll 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 were 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 teams and companys 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 wont just be an employeeyoull be an owner
Unparalleled growth opportunity The market were tackling is massive and were growing faster than almost any fintech lender at our stage. If youre looking for a high-impact role in a company thats 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 itand we want you to be a part of it.
Competitive compensation & meaningful ownership We believe in rewarding our talent. Youll 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 theres a great fit. Heres 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 youre 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.
Employment Type
Full-Time
