Accessibility is a key part of Microsoft’s mission to empower all people and organizations to achieve more. The CELA enterprise Disability Answer Desk team partners across Microsoft to make that vision a reality for people with disabilities. As part of this focus we are looking for a solution-oriented Accessibility Escalation Engineer with a strong background and knowledge of assistive technologies, accessibility and customer issue remediation. Are you passionate about the user experience of Microsoft products for users with disabilities? Are you able to assist others who have less experience in accessibility to maximize the functionality designed by Microsoft products and services in creating accessible content. Are you a technical, experienced professional capable of managing customer feedback and issues to improve accessibility across the breadth of Microsoft’s products and services? Do you possess strong organizational skills, excellent communication skills, and have a provable track record of juggling multiple issues simultaneously? Then read on! We are looking for an accessibility escalation engineer that will assist customers and partners in resolving accessibility issues with the Microsoft portfolio of products and services along with advocating for improved user experiences in our products and services to positively affect consumption. The ideal candidate will have a wide range of skills and understanding for all aspects of disability, including visual, mobility, hearing, cognitive, speech, and how accessibility can drive improvements to the overall user experience.
Provide exceptional customer service for issues impacting the user experience for those with disabilities and drive the appropriate changes with engineering teams.
Serve as the front-line support contact for Microsoft government, nonprofit, business and educational customers supporting accessibility within their organizations who have accessibility questions.
Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
Be recognized and act as technical subject matter expert for accessibility.
Communicate trends and concerns to Accessibility leadership.
Work with other Microsoft accessibility test suppliers to ensure customer issues are translated into actionable feedback for engineering teams.
3+ years of working with assistive technologies. Examples: NVDA, JAWS, Zoomtext, Dragon Naturally Speaking.
Experience with accessibility and assistive technology on one platform: Windows, Android, Mac or iOS.
3+ years of demonstrated experience with Accessibility standards and guidelines such as: 508, 255, CVAA, EN 301 549 and WCAG.
Passion for technology, accessibility and overall quality.
Strong written, verbal, and presentation skills.
Team player with proven ability to build trustful relationships and to work in diverse teams.
Experience with at least one products used by Microsoft enterprise customers such as: Azure, SharePoint, Dynamics or M365 Admin Center.
Bachelor’s degree in related field such as rehabilitation counseling, special education, disability studies, counseling, or psychology.
Previous experience in a customer phase role with a strong emphasis in client satisfaction: exceptional skills in collaboration, consultation, communication, client support and analysis.
Certification in accessibility is preferred. Examples: Trusted Tester, CPACC (Certified Professional in Accessibility Core Competencies).
Experience working directly with disability community preferred.
Location: Remote work from any location in the US.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.