Technical Support (T2, Hardware/Firmware/Software)

About Naya

Naya (naya.tech) builds modular, ergonomic keyboards and accessories. We obsess over engineering, firmware, and the small details that make daily workflows better. We’re hiring a (Junior) Technical Support Engineer to help our customers solve technical issues and to strengthen the way we track and understand defects. You’ll work closely with our customer support and engineering teams to make sure problems are not only fixed for one customer, but understood and addressed at the root.

The Role

You’ll be the technical backbone of our support team.

On a day-to-day basis you will:

• Respond to technical support tickets empathetically, translating technical findings into simple, customer-friendly explanations without jargon. For example, you respond about connectivity, firmware, key remapping, modules not being detected, OS quirks, and other product issues.

• Reproduce issues on our test hardware and different OS setups, gather logs and screenshots, and write clear steps to reproduce.

• Help decide whether an issue is most likely configuration, environment, hardware defect, or a real product bug.

• Perform QA/QC on warranty and regular returns:

  • Test returned units to verify reported problems.

  • Classify cases (no fault found, user-induced damage, genuine defect, systemic issue).

• Build and maintain technical documentation:

  • User manuals and setup guides.

  • Help Center articles and FAQs.

  • Internal troubleshooting runbooks for the CS team.

• Maintain a structured defect / known-issues database (issue, impact, workaround, fix version, cost responsibility) and keep it in sync with what we see in tickets and returns, as well as engineering updates.

• Share patterns and insights with engineering and operations so we can improve the product, firmware and customer experience over time.

You’ll be supported by more senior team members and given space to grow your technical skills and ownership.

Equal Opportunity

At Naya, we’re committed to building a team with a wide range of backgrounds, perspectives and skills.

We do not discriminate on the basis of race, religion, colour, national origin, gender, gender identity or expression, sexual orientation, age, disability, or any other protected status.

If you’re excited about this role but don’t meet 100% of the requirements, we’d still encourage you to apply. Practical experience, curiosity, and willingness to learn matter a lot to us.

What You Bring

We’re open on background; we care most about practical, hands-on problem solving with hardware, firmware and software.

Education (flexible):

• Prefer: MBO-4 or HBO in ICT, Informatics, Embedded Systems, Electrical Engineering or a similar technical direction.

• Also open to: no formal graduation if you can show a strong self-taught track record.

Experience & skills:

• Some experience in technical support, QA, IT support, repair, or similar beneficial

  (internships, side jobs or serious hobby projects all count).

• Comfortable using Windows, macOS and Linux, and not afraid of drivers, hardware quirks, or firmware tools.

• Demonstrated curiosity with hardware and firmware, for example:

  • Custom keyboards, QMK/VIA/Vial

  • PC building or electronics tinkering

  • Flashing firmware, experimenting with layouts/config tools

• You enjoy debugging: isolating variables, testing hypotheses, and documenting what you find.

• Strong written communication in English; you can explain technical steps clearly and calmly.

• You like writing clear, structured documentation as much as solving the problem itself.

• Detail-oriented when it comes to logs, defect records, and QA on returns.

• Ownership mindset: you follow through on issues and care about fixing the underlying cause, not just closing a ticket.

Tools We Use (nice experience to have, not mandatory)

• Support communications: Gorgias, Discord

• Sales platform: Shopify

• Documentation and issue tracking: Notion

• GitHub (or similar) for release notes / technical context

Working Hours & Location

• 40 hours per week, Monday–Friday.

• Strong preference for candidates based in commute distance to our Utrecht office (to enable hands-on work with Naya hardware).

What we offer

• The chance to work on high-end hardware that people use every day, not abstract SaaS.

• A (junior) role with real responsibility: you’ll touch tickets, testing, documentation, and defects from day one.

• Close collaboration with an experienced engineering and CS team; lots of opportunity to learn firmware/hardware in practice.

• A supportive, ambitious and learning by doing focused environment

• Room to grow: over time this role can evolve towards senior support, QA, test engineering, or product-focused roles, depending on your strengths and interests.

• A fair, competitive salary, plus the usual basics (holiday allowance, time off, etc. - details in the interview).