Product Enablement Specialist

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Enablement Specialist based in India.** As a Product Enablement Specialist, you will manage white-label mobile applications throughout their entire lifecycle, from onboarding and initial submission to launch and ongoing updates. You will work across iOS and Android ecosystems, ensuring applications meet platform requirements and move efficiently through the review and approval process. This role combines technical troubleshooting, customer support, operational ownership, and cross-functional collaboration. You will independently resolve complex submission issues, guide customers through developer account requirements, and coordinate with Product and Engineering teams when deeper technical support is needed. You will also help improve internal processes, documentation, and team performance by identifying recurring challenges and sharing effective solutions. This is an opportunity to contribute to a growing SaaS environment where technical expertise, customer experience, and operational efficiency are essential. ### Accountabilities - Independently manage a portfolio of white-label mobile applications from onboarding through launch, submission, and ongoing maintenance. - Prepare, submit, and manage applications across the Apple App Store and Google Play Store, ensuring compliance with platform requirements. - Investigate and resolve application rejections, submission blockers, developer account issues, build failures, metadata problems, configuration errors, and access-related challenges. - Identify applications experiencing delays or stalled progress and proactively determine the appropriate next steps to move them forward. - Handle complex customer cases and lead troubleshooting calls when necessary, translating technical issues into clear and actionable guidance. - Guide agency owners through Apple Developer and Google Play Console requirements, including account setup, permissions, agreements, verification, and app transfers. - Coordinate technical escalations with Product and Engineering teams, providing relevant diagnostic information and validating solutions before closing issues. - Document new rejection scenarios, troubleshooting methods, and successful resolutions to strengthen team knowledge and consistency. - Support Product Enablement Specialist I colleagues by answering process questions and sharing technical troubleshooting expertise. - Identify recurring operational challenges and recommend improvements to workflows, documentation, and submission processes. - Maintain service-level agreement (SLA) compliance, accurate application tracking, and reliable reporting across the assigned portfolio. - Perform end-to-end testing of mobile application workflows and verify fixes to ensure successful outcomes. ### Requirements: - Typically 2–4 years of experience in SaaS, technical support, product operations, product enablement, or a related technical or customer-facing role. - Working knowledge of Apple Developer, App Store Connect, Google Play Console, and iOS and Android application submission processes. - Experience troubleshooting application review rejections, submission failures, and related technical blockers. - Understanding of Bundle IDs, App IDs, certificates, provisioning concepts, API keys, and push notification configuration. - Ability to manage developer account access, permissions, agreements, verification processes, and application transfers. - Working knowledge of Apple Push Notification service (APNs), Firebase Cloud Messaging, or comparable mobile notification technologies. - Intermediate proficiency in Google Sheets or Microsoft Excel, including VLOOKUP/XLOOKUP, formulas, data validation, conditional formatting, and reporting. - Ability to investigate build, configuration, account, and submission issues independently before escalating to Engineering. - Familiarity with APIs, JSON, configuration files, browser developer tools, or similar technical concepts is an advantage. - Strong analytical thinking, troubleshooting capabilities, and sound judgment when managing complex technical issues. - Experience managing customer escalations and handling multiple applications or cases simultaneously with minimal supervision. - Excellent written and verbal communication skills, with the ability to explain technical problems and solutions clearly to non-technical audiences. - Strong ownership, organization, prioritization, and cross-functional collaboration skills. - Familiarity with the Apple Developer Program, App Store Connect, Google Play Console, app review management, or SaaS and CRM platforms is preferred. - Experience with HighLevel or similar platforms, as well as AI-powered productivity tools, is an added advantage. ### Benefits: - Remote work arrangement within India. - Opportunity to develop expertise in mobile application publishing, platform compliance, and technical troubleshooting across iOS and Android. - Exposure to SaaS product operations and collaboration with Product and Engineering teams. - Opportunities to contribute to operational improvements, technical documentation, and knowledge sharing. - A role with meaningful ownership, independent problem-solving, and opportunities to support the development of other team members.