Bug Triage & Cross‑Functional Escalation Lead

Ruangguru for Business; Jakarta Pusat; On-site; IDR 100,440,000 - 133,920,000; Full time

Job summary

Ruangguru for Business is looking for a practical, customer-focused bug triage professional in Jakarta. You will analyze and reproduce user-facing issues escalated by frontline CX agents, then route them to Engineering for fixes.

You will serve as a second escalation point for complex glitches, maintain transparent communication with CX about fix status and downtime, and help design workflows to shorten resolution times.

Qualifications

• Final-year undergraduate student or recent graduate.
• Interest in how tech products work and solving user-facing problems.
• Familiarity with ticketing and project tools (Jira, Zendesk, Trello) preferred.
• Clear written and verbal communication to explain technical concepts.

Responsibilities

• Analyze, reproduce, and categorize product bugs escalated by CX agents.
• Act as 2nd escalation point for complex glitches and systemic failures.
• Maintain real-time communication with CX on bug fixes, downtime, and release notes.
• Design escalation workflows between CX, Product, and Engineers to reduce TTR.
• Track issue trends and translate pain points into prioritized requests for PMs.
• Create internal docs, troubleshooting guides, and CX training materials.
• Collaborate with Product, Tech, Sales, and other teams; report on performance.

Skills

Bug analysis

Reproduction steps

Communication

Escalation management

Cross-functional collaboration

Education

Undergraduate student / recent graduate in Business or Tech

Tools

Jira

Zendesk

Trello

Google Sheets

Excel

Job description

Ruangguru for Business is looking for a practical, customer-focused bug triage professional in Jakarta. You will analyze and reproduce user-facing issues escalated by frontline CX agents, then route them to Engineering for fixes.

You will serve as a second escalation point for complex glitches, maintain transparent communication with CX about fix status and downtime, and help design workflows to shorten resolution times.