product lead

About the role

The Product Lead is responsible for being the primary NusaSuite product expert outside the development team and the strongest source of product knowledge after the development team. This role supports the Sales, Marketing, Project, and Customer Support teams during customer meetings, events, implementations, and solution discussions.

Key responsibilities

• Build and maintain deep understanding of NusaSuite features, workflows, configurations, use cases, limitations, releases, and common issues
• Deliver presentations, product demonstrations, training, and clear onboarding processes to customers, partners, distributors, and internal teams
• Lead and oversee troubleshooting, including root-cause analysis covering user operations, installation, configuration, hardware, network, operating system, and application issues
• Act as a liaison between customers, internal teams, and the Development team to communicate and resolve feedback, requirements, bugs, and technical escalations
• Prepare reliable demo environments, presentations, training materials, product guides, FAQs, and troubleshooting documentation
• Provide front-line technical support; reproduce issues, gather evidence and reproduction steps, and determine whether issues will be resolved independently or escalated
• Coordinate with the Development team regarding issues, feedback, and product requirements; monitor progress and validate fixes or new releases as needed
• Collect and analyze customer feedback, recurring issues, and support trends; compile product reports and practical improvement recommendations
• Transfer product knowledge to internal and external stakeholders and maintain the NusaSuite knowledge base as accurate, organized, and current

About you

• Bachelor's degree (S1) in Information Technology, Information Systems, Computer Science, Engineering, or related field
• Minimum three years of experience in product support, implementation, solution engineering, technical training, or similar roles (preferred)
• Strong practical knowledge of Windows applications, operating systems, software installation, configuration, and troubleshooting
• Good understanding of computer hardware technology and ability to diagnose device and peripheral issues
• Strong systematic analysis and problem-solving capabilities, including ability to reproduce issues and identify root causes
• Excellent written and verbal communication skills and presentation abilities, with capability to explain technical concepts in simple language
• Confidence in conducting product demonstrations, training, and onboarding processes at customer locations, conferences, seminars, and other events
• Active English language proficiency, both spoken and written (required)
• Ability to quickly learn complex product portfolios and continuously update knowledge of features, workflows, limitations, and product releases
• Ability to structure and manage product documentation, FAQs, troubleshooting guides, training materials, and reports
• Strong cross-functional coordination capabilities, professional communication with stakeholders, proactive approach to taking responsibility, and ability to work effectively under pressure