Technical Support Engineer - Accessibility

Job Category Customer Success Role Overview You will support customers’ accessibility needs on Salesforce’s platform, identifying and reproducing issues, working with assistive technologies, creating documentation, and advocating for fixes. The role requires in‑office presence three days a week in Bellevue, Seattle, or Indianapolis. Your Impact – Responsibilities Respond to customer accessibility cases with urgency, warmth, and technical precision. Reproduce and investigate accessibility issues using screen readers such as JAWS, NVDA, and VoiceOver. Build accessibility demonstrations and test environments within the Salesforce ecosystem. Lead live customer calls, advocate to the product team, and guide customers on platform capabilities and roadmap realities. Serve as technical liaison, escalating issues with detailed reproduction steps and advocating for fixes. Develop expertise in Salesforce product functionality and help customers navigate complex accessibility challenges. Create knowledge base materials that improve resolution efficiency and empower customers to self‑serve. Share discoveries and best practices with teammates. Evangelize accessible design and development, raising the bar on what “accessible” means in practice. Minimum Qualifications Passionate about accessibility and fascinated by how experiences work for people with disabilities. Strong working knowledge of HTML, CSS, and JavaScript for front‑end code. Familiarity with assistive technologies, especially screen readers, and a desire to learn more. Understanding of WCAG 2.2, ARIA 1.2, and WAI‑APG patterns to evaluate conformance. Excellent communicator with empathy and confidence in customer conversations. Strong analytical and problem‑solving skills. Ability to prioritize and manage multiple open cases in a fast‑paced environment. Background in customer support or technical consulting. Must hold singular U.S. citizenship and no dual citizenship. Preferred Qualifications Experience with assistive technologies beyond JAWS (NVDA, VoiceOver, TalkBack, ZoomText, Dragon NaturallySpeaking). Familiarity with automated testing tools (axe‑core, Deque Axe, IBM Equal Access Checker, Lighthouse). Experience with Salesforce or CRM applications. Salesforce Certification. Accessibility certification (IAAP WAS, JAWS, DHS Trusted Tester). Background in accessibility auditing, accessible UI development, or digital accessibility consulting. Location & Work Arrangements Required to be located in one of Salesforce Hub cities: Bellevue, Seattle, or Indianapolis. In‑office presence is required three days per week. Global support work environment is client‑focused and fast paced, operating 24/7/365. Accommodations Accommodations are available. If you need a reasonable accommodation during the application or recruiting process, please submit a request. Compensation & Benefits In the United States, compensation is based on location, job level, experience, and includes time‑off programs, medical, dental, vision, mental‑health support, paid parental leave, life and disability insurance, 401(k), and an employee‑stock‑purchase program. Typical base salary range: $80,900–$122,300 annually. Equal Opportunity Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. All personnel will be assessed on the basis of merit, competence, and qualifications, without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, transgender status, age, disability, veteran or marital status, political viewpoint, or any other protected classification. #J-18808-Ljbffr salesforce.com, inc.