product lead

PT Urban Ritel International; Jakarta Utara; On-site; IDR 350,000,000 - 600,000,000; Full time

Job summary

PT Urban Ritel International is seeking a Product Lead to act as the main product expert outside the development team. You will support Sales, Marketing, Projects, and Support in meetings, events, and implementations, delivering demos and training while managing issues end-to-end.

You will maintain deep product knowledge, guide onboarding, and coordinate with Development on feedback, bugs, and releases. Strong English and presentation skills are essential.

Qualifications

• Excellent written and verbal communication skills with strong presentation abilities.
• Strong problem-solving and systematic analysis capabilities, including root-cause diagnosis.
• Confident in conducting product demonstrations, training, and onboarding at events.
• Active English language proficiency, both spoken and written.
• Ability to coordinate across sales, marketing, project, and support teams.
• Ability to learn complex product portfolios and update knowledge continuously.

Responsibilities

• Build deep understanding of NusaSuite features, workflows, configurations, and issues.
• Deliver product demos, training, and onboarding to customers, partners, and teams.
• Lead troubleshooting with root-cause analysis across operations, hardware, OS, and apps.
• Act as liaison between customers, internal teams, and Development for feedback and escalations.
• Prepare demo environments, product guides, FAQs, and troubleshooting docs.
• Provide frontline technical support and escalate when needed.
• Coordinate with Development to progress issues and validate fixes/releases.
• Collect customer feedback and analyze trends to propose improvements.
• Transfer knowledge and maintain accurate, current NusaSuite knowledge base.

Skills

Communication

Presentation skills

Problem solving

English proficiency

Cross-functional coordination

Training delivery

Education

Bachelor's degree

Tools

Windows OS

Configuration tools

Job description

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