Technical Support Engineer - Accessibility

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

We believe Salesforce can be the world's most accessible company and #1 ranked employer for people with disabilities.

Bring your skills and strengths to a place that embraces diversity. At Salesforce, we believe who you are - including everything that makes you unique - contributes to how you add value to what you do. We are committed to fostering a supportive environment that welcomes and celebrates all ideas and perspectives.

We are looking for someone who is genuinely excited about accessibility - not as a checklist, but as a craft. This role is built for someone who loves to dig into the way an experience actually works for a person using assistive technologies, who gets curious when something breaks and won't stop until they understand why, and who has the technical foundation in HTML, CSS, and JavaScript to reproduce and articulate the problem clearly.

This is an early-to-mid career role. We are not expecting you to have seen everything - we are expecting you to be driven to learn everything. You'll be supported by a team of experienced accessibility engineers and will have access to the full Salesforce platform to develop your skills. What we can't train is curiosity, passion, and the genuine desire to make technology work for everyone.

This role is required to be located in one of our Salesforce Hub cities: Bellevue, Seattle, or Indianapolis. In-office presence is required 3 days per week.

The Global Support work environment is highly client-focused and fast paced, operating globally to provide 24/7/365 technical support.

Your Impact - Responsibilities:

• Respond to customer accessibility cases with urgency, warmth, and technical precision - bringing both quick turnaround and genuine care to every interaction.

• Reproduce and investigate accessibility issues firsthand using assistive technologies (including screen readers like JAWS, NVDA, and VoiceOver) across Salesforce's platform and ecosystem to truly understand what a customer is experiencing.

• Build hands-on accessibility demonstrations and working test environments within the Salesforce ecosystem to isolate, validate, and document accessibility barriers for customers and the internal product team.

• Lead live customer calls with confidence - at times advocating on behalf of the customer to our product team when a real defect needs to be prioritized, and at other times guiding the customer 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 based on real-world customer impact.

• 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 for the broader support team and empower customers to self-serve.

• Share discoveries and best practices with teammates - we learn fast together here.

• Evangelize accessible design and development, both within Salesforce and with our customers, helping raise the bar on what "accessible" actually means in practice.

Minimum Qualifications:

• A genuine passion for accessibility and an enthusiasm for tinkering with how experiences work for people with disabilities - this is the most important thing on this list.

• 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. You don't need to be certified, but you need to have actually used these tools and want to get better at them.

• Understanding of WCAG 2.2, ARIA 1.2, and the WAI-APG patterns well enough to evaluate whether an implementation is truly conformant - not just whether it passes an automated scan.

• 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 - you enjoy figuring out why something fails, not just that it does.

• Ability to prioritize effectively and manage multiple open cases simultaneously in a fast-paced environment.

• Some background in customer support or technical consulting - you've been in a role where you had to solve problems for someone else, explain your thinking clearly, and own the outcome.

• You must hold a singular U.S. Citizenship and no dual-citizenship

Preferred Qualifications:

• 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.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best , and our AI agents accelerate your impact so you can do your best . Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates' resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $80,900 - $122,300 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.