Product Leader

Company is looking for a Product Lead who will be responsible for serving as the primary NusaSuite product expert outside the Development team. This role will support Sales, Marketing, Project, and Customer Support teams in customer meetings, events, implementations, and solution discussions.

The Product Lead will also act as a bridge between customers, internal teams, and the Development team to ensure that feedback, requirements, bugs, and technical escalations are communicated and resolved effectively.

1. Prepare reliable demo environments, presentations, training materials, product guides, FAQs, and troubleshooting documentation.
2.  Provide frontline technical support by reproducing issues, collecting evidence and reproduction steps, and determining whether issues should be resolved or escalated. 
3.  Coordinate with the Development team regarding technical issues, customer feedback, and product requirements. 
4.  Monitor issue resolution and validate fixes or new product releases when required. 
5.  Collect and analyze customer feedback, recurring issues, and support trends. 
6.  Prepare product reports and provide practical recommendations for product improvements. 
7.  Provide product knowledge transfer and training to internal and external stakeholders. 
8.  Maintain the NusaSuite knowledge base to ensure information remains accurate, organized, and up to date. 
9.  Support Sales, Marketing, Project, and Customer Support teams during customer meetings, events, implementations, and solution discussions. 
10.  Lead troubleshooting and root-cause analysis covering user operations, installation, configuration, hardware, network, operating systems, and application-related issues. 
11.  Act as a liaison between customers, internal teams, and Development to ensure feedback, requirements, bugs, and technical escalations are clearly communicated and properly addressed.

• Bachelor's Degree in Information Technology, Information Systems, Computer Science, Engineering, or a related field.
•  Minimum 3 years of experience in product support, implementation, solution engineering, technical training, or a similar role is preferred. 
•  Strong hands-on knowledge of Windows applications, operating systems, software installation, configuration, and troubleshooting. 
•  Good understanding of computer hardware and the ability to diagnose device and peripheral issues. 
•  Strong analytical and systematic problem-solving skills, including issue reproduction and root-cause analysis. 
•  Excellent written and verbal communication and presentation skills, with the ability to explain technical concepts in simple and easy-to-understand language. 
•  Confident in delivering product demonstrations, training, and onboarding for customers at customer sites, conferences, seminars, and other events. 
• Active proficiency in spoken and written English is required.
•  Able to quickly learn complex products and continuously maintain knowledge of features, workflows, limitations, and product releases. 
•  Able to create and maintain structured product documentation, FAQs, troubleshooting guides, training materials, and reports. 
•  Strong cross-functional coordination and professional stakeholder communication skills. 
•  Proactive, accountable, able to work under pressure, and capable of working effectively in a team. 
•  Knowledge of programming or web application development is an advantage, but software development is not the primary responsibility of this role.