Sr. Product Enablement Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Product Enablement Specialist based in India.

As a Senior Product Enablement Specialist, you will serve as a subject-matter expert for white-label mobile application operations, taking ownership of complex technical challenges and high-priority customer escalations. You will help resolve advanced Apple App Store and Google Play issues while identifying root causes and coordinating solutions across support, billing, Product, and Engineering teams. Beyond case resolution, you will strengthen operational excellence through documentation, process optimization, and the use of AI-powered tools. You will also mentor other specialists, share technical knowledge, and help the team navigate evolving platform requirements. This role combines deep technical expertise, independent problem-solving, customer advocacy, and cross-functional influence. It is an opportunity to drive scalable improvements and enhance the reliability and quality of mobile app operations in a remote SaaS environment.

• 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.