IT Help Desk

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

Ensure operational continuity and productivity for all Addi employees through flawless and secure technology infrastructure management acting as the technical pillar that scales the Zero-Trust model while maintaining an exceptional frictionless user experience.

What you will do

• Maintain a 95% ticket resolution rate within Asana SLAs reducing average initial response time to under 2 hours for critical incidents.

• Ensure 100% of the device fleet (macOS/Windows) complies with hardening policies and MDM standards (Jamf/Intune) within the first 120 days eliminating unauthorized access gaps.

• Achieve a 0% error rate in access and license provisioning/deprovisioning on the employees first/last day ensuring data security from entry to exit.

• Automate at least 3 recurring manual processes (via Bash Python or Google Apps Script) per quarter returning 20% operational capacity to the Corporate IT team.

• Create and update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year.

What were looking for

• Technical Expertise & IT Trajectory

  • Applies 2-3 years of direct experience in technical support for startups demonstrating mastery of hybrid infrastructures (macOS/Windows) and Cloud environments.

  • Autonomously resolves complex Level 2 and 3 incidents (Google Workspace MDM) without constant need for escalation.

  • Leverages past experience to anticipate common hardware or software failures reducing downtime through rapid diagnostics based on previous cases.

  • Maintains a B1 English level or higher enabling the independent use of technical documentation and effective communication with global vendors or teams.

• Radical Ownership & Initiative

  • Takes full end-to-end ownership of problems identifying security or documentation gaps without waiting for instructions.

  • Proactively detects vulnerabilities in access processes and proposes/executes solutions before they become risks.

  • Identifies lack of clarity in user guides and updates them by own initiative to improve the teams experience.

• Analytical Thinking & Troubleshooting

  • Ability to break down complex incidents and find the Root Cause instead of applying temporary patches.

  • Utilizes system logs and network metrics to diagnose incidents with technical rigor and precision.

  • Maintains composure and technical focus during high-pressure situations or critical business incidents.

• User-Centric Communication (Technical Empathy)

  • Translates complex technical concepts into simple language ensuring users feel supported and understand security policies.

  • Successfully influences employees to adopt strict policies (MFA/Zero-Trust) by explaining the why behind the security benefit.

  • Writes clear guides that empower non-technical users to resolve issues independently.

• Automation Mindset (Efficiency First)

  • Rejects repetitive manual operations and constantly seeks to optimize processes through technology.

  • Implements scripts or integrations that reduce 30-minute tasks to executions lasting only seconds.

  • Challenges and improves current workflows to eliminate steps that add no value or are prone to human error.

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)
  A conversation with a recruiter or hiring manager to get to know you your experience and what youre looking for. Well also share more about Addi our culture and the role.

• Step 2: Initial Interview (50 min)
  A more in-depth conversation with the IT Lead where we explore your skills experience and problem-solving approach. We want to understand how you think and work.

• Step 3: Deep Dive Interview (30 min)
  Youll spend 30 minutes with one of our senior leaders getting to know each other how you think how you work and how you show up as a teammate. This is a two-way conversation: we want to understand what drives you and you should leave knowing whether Addi feels like the right place to grow.

• Step 4: Technical Interview (60 min)
  Youll meet with three members of our IT & Security team for a structured conversation covering the core pillars of the role: Networking Security and Software. This is less about reciting theory and more about how you think and solve problems bring examples from your experience.

• Step 5: Co-Founder Interview
  If theres a strong match youll have a final conversation with our Founder to align on expectations cultural fit and ensure mutual excitement. From there well move quickly to an offer and discuss next steps.

  
  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.