Technical Support Engineer - Accessibility

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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: Bangalore and Hyderabad. In-office presence is required 3 days per week. We operate 24x7 which can involve working during one of the below shifts determined as per business need and also have a non-standard work week (Ex: Tue - Sat, Wed - Sun). While we have a 5-days work week, it is not necessary that the weekend is Saturday and Sunday. You may get your weekly off on any day of the week (Mon/Tue, Thu/Fri). - AMER hours (Eastern Standard Time - 5.30 PM/6.30 PM IST or Pacific Standard Time – 8:30 PM/9:30 PM IST onwards depending on Daylight Savings Time) - EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time - APAC hours – 5.30 AM IST onwards Work hours are subject to change depending on business needs. Being part of the Premier/Signature Support team, one should be willing to support chat, voice cases as well. Note: Most likely the shift would be EMEA hours – 12:00 PM/1 PM/2PM IST onwards depending on Daylight Savings Time 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