Technical Support Engineer - Accessibility

Salesforce · Indianapolis, Indiana

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.

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