Operation Support - Technology Analyst

Aplazo is Mexico’s leading “buy now, pay later” platform, giving consumers flexible, transparent payment solutions while helping merchants grow their sales. We’re a fast-growing Series B fintech backed by top global investors, combining technology, data, and design to redefine financial access.

The Support Operations Analyst owns complex escalated cases from first contact to full resolution.This role continuously monitors support data and conversations to detect failure patterns before they scale, and when something breaks, the job is to diagnose the root cause, and ensure a solution. You will design the operational fixes — or automations — that make the problem go away instead of just handling it one ticket at a time, translating the user's voice into evidence that Product, Risk, and Engineering can act on. This is an entry point into Aplazo's Operations organization, built for someone who wants to learn the business from the ground up.

CASE OWNERSHIP & ROOT CAUSE ANALYSIS

Monitor support data continuously — Track quantitative signals (volumes, metrics, response times) and qualitative signals (user messages, ticket content) to catch failure patterns as they emerge, not after they've piled up.

Diagnose root cause, not symptoms — Go beyond the individual complaint to find the underlying product bug or inefficient process generating it.

Propose automations — Identify which fixes can be automated in internal tools or databases, and propose the automation that cuts operating cost and speeds up resolution.

Build support flows and Knowledge Base content — Design the documentation frontline agents use during incidents or new launches, so they're never improvising.

Customer obsession and accountability — a genuine interest in connecting what hurts the user with what the data tables say, combined with a strong sense of ownership to follow through on problems until they are 100% solved.

Education: completed (or final-semester) degree in Engineering, Mathematics, Economics, Data, or Business Administration, with an analytical focus.

Data skills: intermediate proficiency in Excel/Google Sheets, plus basic knowledge of or strong interest in learning SQL/Python for analysis and process automation.

Effective communication — able to structure ideas, present data-backed findings clearly, and collaborate with cross-functional teams.

Basic knowledge of SQL queries or simple automation scripts.

Familiarity with AI tools (Claude, ChatGPT, or similar) — not just as a search, but as a working tool to speed up analysis, structure findings, or prototype process automations.

Prior experience through university projects, internships, or bootcamps related to data analysis or process improvement.

Spanish — native / advanced (required)

English — advanced (able to read technical documentation, communicate with cross-functional teams, and understand product terminology)

There is full command of Aplazo's internal support data ecosystem — anomalies and bugs are being caught autonomously before they escalate in volume.

At least two process improvements or database automations have been successfully implemented, reducing response time or user contact rate.

A structured, reliable feedback channel now feeds Product with actionable insights drawn directly from support-side user behavior.

Personal data collected during the recruitment process will be processed in accordance with the Privacy Notice of Aplaz, S.A. Aplazo does not discriminate on the basis of race, religion, skin color, sex, gender, age, ethnic or national origin, marital status, disability, social or economic status, sexual preferences, or any other condition or characteristic.