Customer Support Engineer (f/m/d)

Our Opportunity

The real estate industry is facing one of the biggest transformations of the next decades - driven by EU taxonomy, CSRD, and increasing regulatory requirements. Predium is building the category-defining platform that brings together sustainable and profitable real estate management - and that's exactly the solution the market is looking for. We are strongly financed, growing rapidly, and a team of ~40 people who work every day to define this market.

Your Mission

You build the support at Predium from scratch - as the first and currently only person in this function. You ensure that our customers can use the platform correctly and efficiently from day one, and you are the direct point of contact for all technical and functional questions.
You do not just process tickets - you analyze, structure, and solve, and you create the infrastructure for scaling support with Predium.

What you do specifically

• Customer inquiries resolve: You are the first point of contact when customers cannot proceed and ensure that they can afterwards. Structured and fast.
• Errors systematically analyze: You investigate data inconsistencies, unexpected calculation results, and possible system errors and distinguish clearly between application errors, understanding problems, and software defects.
• Support scale: You create documentation, FAQs, and guidelines that reduce recurring inquiries - and set the standard for a support that keeps up with Predium's growth.
• Deployment support: You work closely with the deployment team - on data checks, data imports, and the validation of system results.
• Quality measure: You track relevant KPIs such as response time, resolution time, and ticket volume - and use them to continuously improve support.

What you bring

• You want to build a support structure from scratch, not just do a classic support job.
• You have experience in technical support or product support - ideally for SaaS platforms.
• You have worked in an early-stage startup or scale-up and know the difference between