Technical Support Engineer – Accessibility

Role Overview

• 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

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 — 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

Benefits

• time off programs
• medical, dental, vision
• mental health support
• paid parental leave
• life and disability insurance
• 401(k)
• employee stock purchasing program