Product Enablement Specialist II

Accountabilities:

Mobile App Lifecycle Management: Independently manage a portfolio of white-label mobile applications throughout onboarding, development coordination, store submission, launch, and ongoing updates.
App Store Submissions: Prepare, submit, and maintain applications on Apple App Store Connect and Google Play Console, ensuring compliance with platform requirements and submission guidelines.
Rejection Investigation and Resolution: Analyze app review rejections from Apple and Google, identify root causes, implement corrective actions, and coordinate resubmissions to minimize launch delays.
Technical Troubleshooting: Investigate and resolve complex issues involving developer accounts, app builds, metadata, configurations, permissions, certificates, provisioning, API keys, and submission workflows before escalating to Engineering.
Proactive Blocker Management: Identify applications experiencing submission delays or stalled progress, determine the next required actions, and proactively coordinate solutions to keep projects moving.
Customer Support and Escalation Management: Handle complex customer cases, conduct troubleshooting calls when necessary, and provide clear, practical guidance to customers and agency owners.
Developer Account Guidance: Help agency owners navigate Apple Developer Program requirements, Google Play Console configurations, account verification, agreements, access permissions, and application transfers.
Cross-Functional Collaboration: Coordinate technical escalations with Product and Engineering teams, communicate relevant findings, validate fixes, and ensure that reported issues are resolved effectively.
Mobile App Testing and Validation: Perform end-to-end testing of mobile app workflows and verify that technical fixes, configurations, and updates work as expected before proceeding with submissions or releases.
Documentation and Knowledge Sharing: Document recurring app rejection scenarios, troubleshooting procedures, and successful resolutions to improve internal knowledge resources and operational consistency.
Team Enablement: Support Product Enablement Specialist I team members by answering process-related questions, sharing troubleshooting expertise, and helping them resolve application issues more efficiently.
Operational Improvement: Identify recurring technical and operational challenges, recommend process improvements, and contribute to reducing repeated submission failures and unnecessary escalations.
Performance and Reporting: Maintain accurate application records, monitor progress across assigned apps, prepare operational reports, and ensure compliance with established service-level agreements (SLAs).
Requirements:
Professional Experience: Approximately 2–4 years of experience in SaaS, technical support, product operations, product enablement, application support, or a related field.
Apple App Ecosystem: Working knowledge of the Apple Developer Program, App Store Connect, iOS application submission procedures, and app review requirements.
Google Play Ecosystem: Familiarity with Google Play Console, Android app submission processes, developer account management, and store compliance requirements.
App Submission Troubleshooting: Demonstrated ability to investigate app review rejections, submission blockers, configuration problems, and account-related issues independently.
Mobile Application Fundamentals: Understanding of Bundle IDs, App IDs, certificates, provisioning concepts, API keys, and push notification configuration.
Notification Services: Working knowledge of Apple Push Notification service (APNs), Firebase Cloud Messaging (FCM), or comparable mobile notification technologies.
Developer Account Administration: Ability to manage account access, user permissions, agreements, verification requirements, and app transfers across Apple and Google platforms.
Technical Investigation: Ability to diagnose build, configuration, access, and submission issues before escalating them to Engineering. Familiarity with APIs, JSON and configuration files, browser developer tools, or similar technical concepts is an advantage.
Testing and Quality Assurance: Ability to validate technical fixes and conduct end-to-end testing to ensure mobile applications function correctly throughout critical workflows.
Data Analysis and Reporting: Intermediate proficiency in Google Sheets or Microsoft Excel, including VLOOKUP/XLOOKUP, formulas, data validation, conditional formatting, and reporting.
Analytical and Problem-Solving Skills: Strong troubleshooting capabilities, attention to detail, and the ability to identify root causes and develop effective solutions to complex problems.
Customer Communication: Excellent written and verbal communication skills, with the ability to translate technical issues into clear, actionable explanations for customers and non-technical stakeholders.
Ownership and Independence: A proactive mindset, sound judgment, and the ability to investigate and resolve complex issues with limited supervision.
Organization and Prioritization: Ability to manage multiple applications and customer cases simultaneously, prioritize urgent blockers, and meet deadlines and SLA requirements.
Collaboration and Mentoring: Strong interpersonal skills and the ability to coordinate effectively with customers, agency owners, Product and Engineering teams, and junior specialists.
Continuous Improvement: A willingness to document new findings, share knowledge, improve workflows, and help reduce recurring operational issues.
Preferred Experience: Previous experience with a SaaS or CRM platform, particularly white-label mobile app solutions, is beneficial. Familiarity with AI-powered productivity tools is also an advantage.
Benefits:
Remote Work: Work remotely from India, with the flexibility of a distributed working environment.
Career Development: Build specialized expertise in mobile app publishing, technical troubleshooting, SaaS operations, and product enablement.
Technical Growth: Gain hands-on experience with Apple and Google developer ecosystems, mobile application configurations, notification services, and app lifecycle management.
Increased Ownership: Independently manage complex application portfolios and take responsibility for technical problem-solving and customer outcomes.
Cross-Functional Collaboration: Work closely with Product and Engineering teams to resolve technical challenges and improve application workflows.
Knowledge Sharing: Develop leadership skills by mentoring junior specialists and contributing to internal documentation and process improvements.
Continuous Learning: Explore emerging tools and technologies, including AI-powered productivity solutions, to improve troubleshooting and operational efficiency.