Sr. Product Enablement Specialist

Accountabilities

• Take ownership of complex, high-priority white-label mobile application cases, including advanced Apple and Google review rejections, build failures, submission blockers, and account-related issues.

• Manage sensitive or escalated agency owner cases from investigation through resolution, ensuring clear communication and a consistent customer experience.

• Lead root-cause investigations into recurring technical and operational issues, determining whether resolutions require configuration changes, process improvements, product updates, or Engineering intervention.

• Coordinate high-impact escalations with Product and Engineering teams, providing detailed reproduction steps, supporting evidence, expected behavior, and business impact.

• Act as a central coordination point across Support and Billing teams when customer issues involve related operational or subscription concerns.

• Serve as the primary escalation resource for Product Enablement Specialist I and II team members, providing advanced troubleshooting guidance and technical expertise.

• Maintain expert knowledge of Apple App Store and Google Play requirements, including submission, review, release, transfer, developer account management, and evolving platform policies.

• Investigate new rejection scenarios and develop repeatable solutions, ensuring emerging challenges are documented and incorporated into established workflows.

• Create, maintain, and improve standard operating procedures (SOPs), troubleshooting guides, escalation processes, and internal knowledge resources.

• Coach and mentor junior and intermediate specialists, support onboarding and training, and share best practices to improve team capability and independence.

• Analyze recurring customer issues, rejection trends, operational bottlenecks, and service performance to identify opportunities for automation and process improvement.

• Partner with Product and Engineering to reduce manual work, prevent recurring failures, and improve operational efficiency, service-level performance, reporting, and customer communication.

• Use AI tools and platforms to streamline investigations, accelerate documentation creation, and optimize internal workflows.

• Participate in pilots, testing, and validation of new mobile application processes and product features, providing actionable feedback based on customer and team experience.

Requirements:

• Typically 4–7 years of experience in product enablement, technical operations, SaaS support, mobile application operations, or a related field.

• Advanced working knowledge of the Apple and Google mobile application ecosystems, including application submission, review, release, transfers, and developer account management.

• Strong understanding of Apple Developer, App Store Connect, Google Play Console, certificates, application identifiers, provisioning, API keys, Apple Push Notification service (APNs), and Firebase.

• Proven ability to troubleshoot complex build and submission failures, app store rejections, account and configuration issues, and mobile application integrations.

• Strong root-cause analysis skills, with the ability to investigate issues across multiple systems and distinguish between platform requirements, customer configuration, product behavior, and Engineering-related problems.

• Working knowledge of APIs, JSON and configuration files, authentication and access management, logs, and developer tools to support technical investigations.

• Advanced Google Sheets or Microsoft Excel skills, including operational tracking, reporting, data validation, and workflow automation.

• Experience designing and improving SOPs, technical workflows, troubleshooting guides, and escalation procedures.

• Ability to identify automation opportunities, reduce repetitive manual work, and turn recurring problems into scalable operational or technical solutions.

• Demonstrated experience managing complex customer escalations while maintaining ownership, sound judgment, and clear communication.

• Strong written and verbal communication skills, with the ability to translate technical findings into actionable guidance for customers and internal stakeholders.

• Proven ability to coach and support other specialists, improve team knowledge, and help colleagues resolve challenging cases independently.

• Strong organizational and cross-functional collaboration skills, with the ability to manage priorities and operate independently in a fast-changing environment.

• Familiarity with AI-powered tools for troubleshooting, documentation, and operational efficiency is beneficial.

• Ability to influence team performance through technical expertise, mentoring, escalation management, and process improvement. This is an individual-contributor role rather than a direct people-management position.

Benefits:

• Remote work arrangement in India.

• Opportunity to develop advanced expertise in mobile app operations across iOS and Android ecosystems.

• Meaningful ownership of complex technical cases and high-impact customer escalations.

• Opportunities to mentor colleagues, support team development, and influence operational best practices.

• Cross-functional collaboration with Product, Engineering, Support, and Billing teams.

• Opportunities to contribute to automation initiatives, process improvements, and scalable technical solutions.

• Exposure to evolving mobile platform requirements, AI-powered productivity tools, and improvements across the application lifecycle.