Technical Support Engineer - Accessibility

Salesforce•Indianapolis, IN

5d•Hybrid

About The Position

Salesforce is seeking a Technical Support Engineer with a passion for accessibility. This early-to-mid career role is for someone who is genuinely excited about accessibility as a craft, enjoys digging into how experiences work for users of assistive technologies, and has the technical foundation in HTML, CSS, and JavaScript to reproduce and articulate problems. The role is located in one of Salesforce's Hub cities (Bellevue, Seattle, or Indianapolis) with a requirement for 3 days per week in-office presence. The Global Support environment is client-focused, fast-paced, and operates globally to provide 24/7/365 technical support. You will be supported by experienced accessibility engineers and have access to the full Salesforce platform to develop your skills. The most important qualities are curiosity, passion, and the genuine desire to make technology work for everyone.

Requirements

A genuine passion for accessibility and an enthusiasm for tinkering with how experiences work for people with disabilities.
Strong working knowledge of HTML, CSS, and JavaScript, with the ability to read, write, and modify front-end code to reproduce and understand accessibility issues at the source.
Working familiarity with assistive technologies — particularly screen readers — and a curiosity to go deeper.
Understanding of WCAG 2.2, ARIA 1.2, and the WAI-APG patterns well enough to evaluate whether an implementation is truly conformant.
Excellent communicator with high empathy — able to meet customers where they are and bring calm, clarity, and confidence to complex conversations.
Strong analytical and problem-solving instincts.
Ability to prioritize effectively and manage multiple open cases simultaneously in a fast-paced environment.
Some background in customer support or technical consulting.
Must hold a singular U.S. Citizenship and no dual-citizenship.

Nice To Haves

Hands-on experience with multiple assistive technologies beyond JAWS — including NVDA, VoiceOver (macOS/iOS), TalkBack (Android), ZoomText, or Dragon NaturallySpeaking.
Familiarity with automated accessibility testing tools such as axe-core, Deque Axe, IBM Equal Access Checker, or Lighthouse.
Experience with Salesforce and/or CRM applications.
Salesforce Certification.
Accessibility certification such as IAAP Web Accessibility Specialist (WAS), JAWS Certification, or DHS Trusted Tester.
Background in accessibility auditing, accessible UI development, or digital accessibility consulting.

Responsibilities

Respond to customer accessibility cases with urgency, warmth, and technical precision.
Reproduce and investigate accessibility issues firsthand using assistive technologies (including screen readers like JAWS, NVDA, and VoiceOver) across Salesforce's platform and ecosystem.
Build hands-on accessibility demonstrations and working test environments within the Salesforce ecosystem to isolate, validate, and document accessibility barriers.
Lead live customer calls, advocating on behalf of the customer to the product team when a defect needs prioritization, and guiding customers to a clear understanding of platform capabilities, standards, and roadmap realities.
Serve as a technical liaison between customers and the product team, escalating validated accessibility issues with detailed reproduction steps and advocating for fixes.
Develop growing expertise in assigned areas of Salesforce product functionality and apply that knowledge to help customers navigate complex accessibility challenges.
Create knowledge base materials and documentation that improve resolution efficiency and empower customers to self-serve.
Share discoveries and best practices with teammates.
Evangelize accessible design and development, both within Salesforce and with our customers.