Building Support Structures • Flavia Circiumaru & Hannes Lowette

GOTO - The Brightest Minds in Tech

This interview was recorded for GOTO Unscripted.
https://gotopia.tech

Read the full transcription of this interview here:
https://gotopia.tech/articles/386

Flavia Circiumaru - Software Engineer at FundApps
Hannes Lowette - Principal Consultant at Axxes, Monolith Advocate, Speaker & Whiskey Lover
RESOURCES
Flavia
https://x.com/FlavsFA
https://github.com/flaviacirciumaru
https://www.linkedin.com/in/flavia-circiumaru

Hannes
https://bsky.app/profile/hanneslowette.net
https://twitter.com/hannes_lowette
https://github.com/Belenar
https://linkedin.com/in/hanneslowette

DESCRIPTION
When FundApps exploded from 20 to 50+ engineers in just one year, their old "everyone does support" model crumbled spectacularly. Software engineer Flavia Circiumaru and host Hannes Lowette dive deep into how this London-based regulatory compliance company transformed from a support-free-for-all to a streamlined powerhouse.
Flavia Circiumaru reveals the behind-the-scenes story of building a three-desk support system that turned their support team into the ultimate connector, bridging customers, developers, and business teams like never before. From battling context-switching nightmares to creating communication magic, Flavia and Hannes explore actionable insights on scaling support without losing your sanity.
The twist? Their ultimate goal is to make support so seamless that dedicated teams won't even be needed. Talk about engineering your way out of a job!
RECOMMENDED BOOKS
Jacqui Read • Communication Patterns • https://amzn.to/3E37lvv
Saleem Siddiqui • Learning Test-Driven Development • https://amzn.to/35OMb3n
Ben Goldacre • Bad Science • https://amzn.to/4lqNLKN
Ben Goldacre • Bad Pharma • https://amzn.to/3G15Mz7
Jeet Pattanaik • Ethics in AI • https://amzn.to/4jXyQXw

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Kapitler

1. Intro (00:00:00)

2. From support chaos to structure (00:03:03)

3. 3 desks, 1 goal: Better support engineering (00:09:53)

4. The challenge of multi-tenant support at scale (00:20:02)

5. Future aspirations & advice (00:31:11)

6. Outro (00:37:54)