TCS is looking for a Production Support Engineer. Work modality: Hybrid (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. Incident management
• 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. Problem management
• 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. Engineering
• 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 queues
• Experience 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)
• Full payroll scheme
• 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.

📌 Production Support Engineer (Ciudad de México)
🏢 Tata Consultancy Services
📍 Ciudad de México