Digital Support Engineer

University of Utah; Salt Lake City (UT); On-site; USD 68,000 - 78,000; Full time

Job summary

The University of Utah Marketing and Communications team is seeking a Digital Support Engineer to join the Digital Team, reporting to the Associate Director of Digital Research and Operations. You will deliver exceptional user support for our university's web and digital community, combining technical expertise with strong customer service.

Responsibilities include accessibility audits, collaboration with developers to embed remediation, WordPress training, and ongoing support for designers,

Qualifications

• Bachelor's degree in computer science, information systems, or related field
• Expert in digital accessibility incl. WCAG 2.1/2.2 AA and assistive technologies
• 3+ years in web development support and 2+ years in technical support
• 2+ years in WordPress CMS
• 1+ years in testing/support tools
• Experience in higher education or digital agency environments preferred
• Experience training large groups and collaborating across teams

Responsibilities

• Conduct accessibility audits and remediate accessibility bugs
• Evaluate experiences with assistive tech and automated tools; document findings
• Remediate PDFs/documents to meet WCAG AA standards
• Consult on ADA compliance and WCAG requirements
• Collaborate with developers to integrate remediation into workflows
• Train campus partners on digital accessibility and brand compliance
• Serve as a point of contact for technical inquiries and support
• Troubleshoot and resolve complex technical issues
• Maintain internal knowledge bases and support docs
• Provide WordPress training for editors, content managers, and developers

Skills

HTML

CSS

JavaScript

PHP

WordPress

Digital accessibility

WCAG

Accessibility testing

GitHub

WP Engine

Ticketing systems

Training sessions

Education

Bachelor's degree in computer science or related field

Tools

GitHub

WP Engine pipelines

Job description

Digital Support Engineer

Job Summary

As a Digital Support Engineer, you will be a key player on the University of Utah Marketing and Communication's Digital Team, reporting directly to the Associate Director of Digital Research and Operations. This role is instrumental in providing an exceptional user support experience for our university's web and digital community. We are looking for a customer-service-oriented candidate who offers a strong blend of technical expertise and a proven track record in web support operations, accessibility, and training.

If you possess excellent interpersonal skills and thrive in a fast-paced environment supporting cross-functional teams, you will be a great fit for this role.

Learn more about the great benefits of working for University of Utah: benefits.utah.edu

Responsibilities

Digital Accessibility & ADA Compliance

• Conduct comprehensive web audits to scope, diagnose, and remediate accessibility bugs.
• Evaluate digital experiences using manual testing techniques, assistive technologies (e.g., NVDA, JAWS, VoiceOver), and automated accessibility testing tools. Document findings and support teams in resolving issues before launch.
• Remediate PDFs, documents, and design files to meet WCAG2.1/2.2 AA standards.
• Serve as an consultant on ADA compliance and WCAG requirements to help create accessible digital experiences.
• Collaborate with developer teams to seamlessly integrate remediation processes into existing workflows.
• Train campus partners on digital accessibility and brandcompliance.

Bug & Issue Resolution

• Serve as a point of contact for technical inquiries from clients, upholding a high standard of customer service.
• Collaborate with senior support engineer to troubleshoot and resolve complex technical issues.
• Efficiently diagnose and resolve a wide array of technical bugs and issues for multiple clients within a dynamic, fast-paced operational setting.
• Maintain the ticketing system to ensure effective issue tracking and management.

Internal System Maintenance

• Maintain internal knowledge management systems.
• Manage and update support documentation systems tailored specifically for designers and senior developers and support teams.

Training & Development

• Conduct comprehensive training sessions for diverse client groups on core WordPress principles and the functionalities of our digital theme components.
• Facilitate the onboarding, ongoing training, and skill enhancement of web editors, content managers, developers, and other cross-functional team members.
• Collaborate with the Associate Director to formulate and execute group training initiatives.

Minimum Qualifications

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related workexperience).

Web Administrator, II: Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience.

Preferences

Education & Experience

• Education: Bachelor's degree in computer science, Information Systems, or a related field
• Accessibility: Expert level knowledge and experience in digital accessibility, including a solid foundation in WCAG 2.1/2.2 AA requirements and practical experience using assistive screenreaders (NVDA, JAWS, VoiceOver) and keyboard-only navigation.
• Web Support: 3+ years of experience in web development supportwith a proven track record of successful projects, plus 2+ years of experience in technical support roles.
• CMS: 2+ years of experience working within a Content ManagementSystem (WordPress strongly preferred).
• Tools: 1+ years of experience using technical testing andsupport tools.
• Industry Experience: Experience working in a fast-paced digitalagency environment. Prior experience in higher education is highly preferred.
• Leadership: Proven experience conducting training sessions forlarge groups. Relies on experience and judgment to plan and accomplish goals.

Technical Skills

• Development: Strong hands-on coding skills with proficiency in HTML, CSS, JavaScript, PHP, and WordPress.
• Compliance: Strong hands-on and coding skills of web accessibility principles with a proactive willingness to stay updated on emerging standards.
• Workflow: Basic knowledge of GitHub and WP Engine pipelines.
• Operations: Proficiency in documentation and ticketing systems.

Key Traits We're Looking For

• Fast & Careful: You pay close attention to details while responding quickly to user needs.
• Curious: You love to learn and are always looking for ways to refine your craft.
• Proactive: You take charge. You don't wait for problems to happen; you actively hunt for solutions.
• Resilient: You keep your cool and handle high-pressuresituations with patience and a calm attitude.
• Collaborative: You are a true team player who understands that we're stronger when we work together.
• Humble: You're open to listening, receiving constructive feedback, and changing course with ease.

Special Instructions

Requisition Number: PRN46246B

Full Time or Part Time? Full Time

Work Schedule Summary: Monday through Friday, 9:00 - 5:00pm

Department: 00339 - Marketing & Communications

Location: Campus

Pay Rate Range: $68,000 - $78,000

Close Date: 12/17/2026

Open Until Filled: