ABOUT US:

We are looking for people who want to shape the future with us – as part of SPRIND, the Federal Agency for Breakthrough Innovations, which may carry the title of a government agency but thinks and operates like a start-up. Our goal is to create new breakthrough innovations from Germany. That means products, services and systems that make all of our lives noticeably and sustainably better. To do this, we connect new thinkers from science and business, people with outstanding ideas, special expertise and passion. Within the EUDI Wallet project, which SPRIND is implementing on behalf of the Federal Ministry for Digitalization and State Modernization (BMDS), we are developing Germany’s national EUDI wallet as well as a comprehensive EUDI Wallet ecosystem. Digital credentials are a key building block for a high-performing digital society, a competitive economy, and a modern state. The EUDI wallet provides people with a secure, interoperable, and user-centric solution, enabling them to manage both public and private credentials – from ID cards to certificates and membership cards. In the medium term, the project will transition into a newly established, government-owned entity that will take over responsibility for the EUDI ecosystem and ensure the platform’s ongoing development and operation.

YOUR ROLE:

You serve as the technical bridge between our B2B partners, the product team, and the support organization. You understand code, but you also speak the language of our partners. As Technical Support Lead, you’ll take responsibility for complex escalations, contribute to the stability of the EUDI Wallet ecosystem, and ensure that technical issues are resolved quickly, accurately, and transparently. To do so, you will work with the Head of Support Organization to establish a multi-level support structure.

YOUR RESPONSIBILITIES:

• You know how to coordinate and communicate with B2B partners (providers, system integrators, verifiers), even when it comes to technically complex support requests.
• You get to the bottom of things: you analyze API error logs, integration issues and system-wide incidents together with the Ecosystem.
• You build an escalation management process, that holds up with internal incident management paths – you keep it current as the ecosystem evolves.
• Technical documentation, troubleshooting guides and internal playbooks come from you – clear and precise, so everyone can work with it.
• You are the bridge between Support, Product and Engineering: you translate partner feedback into actionable insights and make sure the right people get the right information.
• You actively contribute to any guides for new B2B partners – because good onboarding documentation will reduce future support load.
• You built solid knowledge of relevant standards, i.e. like the EUDI Wallet specifications, because it will ensure better quality of your work and Support.
• You’ll pave the way for all these tasks, as you’re the first person we’re bringing onto the team specifically to work with our partner groups.

WHAT WE ARE LOOKING FOR:

• Technical background in support, system integration, or software development (a background solely in coding is not required)
• Experience reading and interpreting API logs, error logs, and technical documentation
• Familiarity with REST APIs, OAuth/OIDC, or similar authentication protocols is a plus
• Solid analytical skills and a structured approach to troubleshooting
• Strong communication skills: the ability to explain technical concepts in a way that is understandable to different audiences
• Experience with incident management processes is preferred
• Excellent written and spoken German and English skills

WHAT WE OFFER:

• A chance to shape one of Germany’s most important digital public infrastructures
• A forward-thinking, mission-driven work culture at the intersection of science, administration, and innovation
• Flexible working hours and remote work options
• Access to conferences, team events and a supportive work culture.

PLease apply via our application form.