TCS is looking for a Production Support Engineer.

(Candidate needs to be located or relocate to Querétaro, CDMX, Guadalajara or Monterrey, it will be requested to attend office at least 3 day per week)

Job summary
Store coordination (Spanish)

Act as the main contact for MX store teams on system issues, in Spanish (written and spoken).

Gather clear details from stores (symptoms, impact, affected stores or devices) and give regular, plain-language updates until resolution.

Escalate store-impacting issues to the right teams and confirm resolution with the store.

Share guidance, workarounds and release or change communications with stores.

Monitor, triage and prioritize incoming incidents and alerts against severity and SLA.

Lead incident response: investigate, mitigate, restore service and communicate status to stakeholders.

Take part in on-call or support rotations, including out-of-hours coverage as needed.

Document timelines and actions and contribute to post-incident reviews.

Find recurring incidents and trends, carry out root cause analysis and track problems to closure.

Maintain the known-error database, runbooks and knowledge base articles.

Recommend and drive permanent fixes, automation and monitoring improvements.

Debug and fix defects in Node.js / TypeScript services and APIs.

Write and tune PostgreSQL queries, investigate data issues and run safe data fixes and corrections.

Review logs, metrics and traces to diagnose production issues.

Raise pull requests, write tests, and support releases, deployments and rollbacks.

Work with development, QA, infrastructure and product teams to improve reliability.





Skill Set
Required

Strong experience with Node.js and TypeScript

Solid PostgreSQL skills: complex queries, indexing, query tuning and troubleshooting

Hands-on production support experience: incident and problem management, root cause analysis

Fluent Spanish and good English, with strong written and verbal communication

Experience working with business or store users during live issues, with a calm, customer-focused approach

Nice to have

Experience with ITSM tools (ServiceNow, Jira Service Management) and ITIL practices

Familiarity with REST APIs, microservices and message queuesExperience with observability tools (Datadog, Grafana, Splunk, ELK or similar)

Cloud experience (AWS) and CI/CD pipelines

Retail, POS or store systems background

Qualifications

Bachelor’s degree in computer science, Engineering or equivalent experience

3–6 years in software engineering or production support (adjust to seniority)

What we offer to you:

Direct contract (indeterminate time with initial probation period)

Benefits of the law and above

Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression, age, marital status, disability, sexual orientation or any others. We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.

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📌 Production Support Engineer (Guadalajara)
🏢 Tata Consultancy Services
📍 Guadalajara