Technical Support Engineer - Accessibility specialist

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Your Impact - Responsibilities:

Resolve and strategically manage sophisticated product accessibility issues for people with disabilities.

Manage customers' expectations and experience in a way that results in high customer happiness.

Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

Oversee and manage the timely and complete resolution of technical challenges and business issues.

Build knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.

Share best practices with team members to improve the quality and efficiency of customer support.

Partner with the product team to supervise accessibility work and priorities.

Evangelize accessible design and development, both within Salesforce and to our customers.

Minimum Qualifications:

Strong familiarity with assistive technology, including screen readers

Demonstrated analysis, problem solving and troubleshooting expertise

Excellent communicator with high empathy skills

Familiarity with web development, including industry accessibility standards such as WCAG 2.0/2.1 and ARIA.

Ability to effectively prioritize and escalate customer issues as required

Ability to multi-task and perform effectively under pressure

Knowledge of Object-Oriented design and core programming concepts

Preferred Qualifications:

Experience with Salesforce and/or CRM applications.

Certified Salesforce Administrator (ADMIN201)

IAAP Web Accessibility Specialist (WAS) Certification

JAWS Certification

Previous Customer Support experience or experience working directly with customers

Understanding of Internet technologies: firewalls, web servers, web proxy servers, etc.

Knowledge of database concepts and data management (RDBMS) and SQL

Knowledge of XML, preferably experience using server-to-server web services (SOAP)

Knowledge of both the front-end web tier (JavaScript, AJAX, HTML, DHTML, CSS, and cross-browser development) and back end (Java, .Net, SQL) software development

*LI-Y

Accommodations

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