Product Enablement Specialist II

About the Role:

The Product Enablement Specialist II independently manages White Label Mobile Apps throughout the full app lifecycle and handles more complex customer, submission, and technical scenarios.

This role requires deeper knowledge of Apple and Google requirements, strong troubleshooting capabilities, and the ability to resolve issues with limited supervision.

Key Responsibilities:

• Independently manage a portfolio of White Label Mobile Apps from onboarding through launch and ongoing updates.
• Prepare, submit, and manage apps across the Apple App Store and Google Play Store.
• Investigate and resolve Apple and Google app rejections.
• Troubleshoot developer account, build, submission, metadata, configuration, and access issues.
• Identify apps that are stuck and proactively determine the next required action.
• Handle complex customer cases and conduct troubleshooting calls when necessary.
• Guide agency owners through Apple Developer and Google Play Console requirements.
• Coordinate technical escalations with Product and Engineering teams.
• Document new rejection scenarios and resolutions for team use.
• Support PES I specialists with process and troubleshooting questions.
• Identify recurring operational issues and recommend improvements.
• Maintain SLA compliance and accurate reporting across assigned apps.

Required Technical Skills:

• Working knowledge of Apple Developer, App Store Connect, Google Play Console, and mobile app submission processes.
• Experience troubleshooting Apple and Google app review rejections and submission 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, and app transfers.
• Working knowledge of APNs/Firebase or similar mobile notification services.
• Intermediate Google Sheets/Excel skills, including VLOOKUP/XLOOKUP, formulas, data validation, conditional formatting, and reporting.
• Ability to investigate build, configuration, account, and submission issues before escalating to Engineering.
• Familiarity with APIs, JSON/configuration files, browser developer tools, or similar technical concepts is beneficial.
• Ability to validate fixes and perform end-to-end testing of mobile app workflows.

Qualifications:

• Experience in SaaS, technical support, product operations, product enablement, or a similar role.
• Strong troubleshooting and analytical skills.
• Strong understanding of customer escalation management.
• Ability to independently investigate and resolve complex issues.
• Excellent written and verbal communication.
• Strong ownership and ability to manage multiple apps simultaneously.
• Ability to translate technical issues into clear customer communication.
• Typical Experience: 2–4 years

Preferred Experience:

• Apple Developer Program and App Store Connect.
• Google Play Console.
• iOS and Android app submission processes.
• App review and rejection management.
• HighLevel or similar SaaS/CRM platforms.
• Familiarity with AI productivity tools.

What Success Looks Like:

• Independently manages apps with minimal supervision.
• Resolves complex app submission and customer issues.
• Reduces repeated failures and unnecessary escalations.
• Proactively identifies and addresses blockers.
• Provides reliable support and guidance to PES I specialists.
• Contributes to improving team documentation and processes.