Technical Support Engineer

This Technical Support Engineer role at Salesforce involves responding to customer accessibility cases with urgency, warmth, and technical precision. You will reproduce and investigate accessibility issues firsthand using assistive technologies (including screen readers like JAWS, NVDA, and VoiceOver) across Salesforce's platform and ecosystem. Daily responsibilities include building hands-on accessibility demonstrations and working test environments, leading live customer calls, serving as a technical liaison between customers and the product team, escalating validated accessibility issues with detailed reproduction steps, and developing expertise in Salesforce product functionality. The role requires creating knowledge base materials, sharing discoveries with teammates, and evangelizing accessible design and development.

The ideal candidate must have a genuine passion for accessibility with strong working knowledge of HTML, CSS, and JavaScript. Working familiarity with assistive technologies and understanding of WCAG 2.2, ARIA 1.2, and WAI-APG patterns is required. Any graduate or postgraduate degree is acceptable. Familiarity with change management practices and a track record of successful stakeholder engagement across diverse business units is preferred. Prior experience mentoring junior team members and contributing to internal knowledge repositories will also be viewed favorably. Prior experience mentoring junior consultants and contributing to internal knowledge repositories will also be viewed favorably.