Production Support Engineer

Tata Consultancy Services; Santiago de Querétaro, Guadalajara, Monterrey; On-site; MXN 420,000 - 680,000; Full time

Benefits offered by this job

Direct contract (indeterminate time)

Legal benefits and standard reforms

Job summary

Tata Consultancy Services is seeking a Production Support Engineer to support MX store systems. The role requires fluency in Spanish and English, near-office attendance at least 3 days per week, and strong Node.js/TypeScript plus PostgreSQL troubleshooting skills.

Candidates should be located in Mexico or be willing to relocate to Querétaro, CDMX, Guadalajara or Monterrey. This is a direct contract with standard benefits and a focus on reliability and incident management.

Qualifications

• Bachelor in computer science or engineering or equivalent.
• 3–6 years in software engineering or production support.
• Strong Node.js and TypeScript skills with production experience.
• Fluent Spanish and proficient English, with solid communication.

Responsibilities

• Act as main contact for MX store teams on system issues in Spanish.
• Gather details, provide updates, and drive incident resolution.
• Escalate issues to appropriate teams and verify resolution.
• Lead incident response and participate in on-call rotations.
• Review logs, metrics, and traces to diagnose production issues.
• Contribute to post-incident reviews and root cause analysis.

Skills

Node.js & TS

PostgreSQL

Production support

Spanish & English

Stakeholder/customer engagement

Education

Bachelor's in Computer Science/Engineering

Tools

ServiceNow/Jira Service Management

Observability tools (Datadog Grafana Splunk ELK)

AWS & CI/CD

Retail/Store systems knowledge

Job description

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.