Technical Support Engineer – Accessibility

Salesforce

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

Posted 5/5/2026full-timeIndianapolis • Washington • 🇺🇸 United StatesMid-LevelSenior💰 $80,900 - $122,300 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

HTMLCSSJavaScriptassistive technologiesscreen readersWCAG 2.2ARIA 1.2WAI-APG patternsaccessibility testingfront-end code modification

Soft Skills

empathycommunicationanalytical skillsproblem-solvingprioritizationcustomer supporttechnical consultingcollaborationadvocacydocumentation