Technical Support Engineer - Accessibility

Salesforce•Indianapolis, IN

6d•Hybrid

About The Position

Salesforce is seeking a Technical Support Engineer specializing in Accessibility. This role is for someone passionate about making technology accessible, with a strong technical foundation in HTML, CSS, and JavaScript. The position is early-to-mid career, with opportunities for growth supported by experienced accessibility engineers and the Salesforce platform. The ideal candidate is curious, passionate, and driven to ensure technology works for everyone. This role requires a commitment to accessibility not just as a task, but as a craft, involving deep dives into how assistive technologies interact with the Salesforce platform. The role is based in Salesforce Hub cities (Bellevue, Seattle, or Indianapolis) with a requirement for 3 days of in-office presence per week. The Global Support environment is client-focused, fast-paced, and operates globally to provide 24/7/365 technical support.

Requirements

Genuine passion for accessibility and enthusiasm for 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.
Working familiarity with assistive technologies, particularly screen readers, and a curiosity to deepen this knowledge.
Understanding of WCAG 2.2, ARIA 1.2, and WAI-APG patterns sufficient to evaluate conformance.
Excellent communicator with high empathy, able to meet customers at their level 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 singular U.S. Citizenship and no dual-citizenship.

Nice To Haves

Hands-on experience with multiple assistive technologies beyond JAWS (e.g., NVDA, VoiceOver, TalkBack, ZoomText, Dragon NaturallySpeaking).
Familiarity with automated accessibility testing tools (e.g., axe-core, Deque Axe, IBM Equal Access Checker, Lighthouse).
Experience with Salesforce and/or CRM applications.
Salesforce Certification.
Accessibility certification (e.g., IAAP Web Accessibility Specialist (WAS), JAWS Certification, 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 (e.g., screen readers like JAWS, NVDA, 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 for customers to the product team for defect prioritization and guiding customers on 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.
Develop expertise in assigned areas of Salesforce product functionality to help customers navigate complex accessibility challenges.
Create knowledge base materials and documentation to improve resolution efficiency and empower customer self-service.
Share discoveries and best practices with teammates.
Evangelize accessible design and development within Salesforce and with customers.