Building Support Structures • Flavia Circiumaru & Hannes Lowette • GOTO 2025

Описание: This interview was recorded for GOTO Unscripted. #GOTOcon #GOTOunscripted
https://gotopia.tech

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

Flavia Circiumaru - Software Engineer at FundApps ‪@flaviacirciumaru7502‬
Hannes Lowette - Principal Consultant at Axxes, Monolith Advocate, Speaker & Whiskey Lover ‪@Belenar82‬

RESOURCES
Flavia
https://x.com/FlavsFA
https://github.com/flaviacirciumaru
  / flavia-circiumaru  

Hannes
https://bsky.app/profile/hanneslowett...
  / hannes_lowette  
https://github.com/Belenar
  / hanneslowette  

Links
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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!

TIMECODES
00:00 Intro
02:30 From support chaos to structure
09:36 3 desks, 1 goal: Better support engineering
20:09 The challenge of multi-tenant support at scale
32:12 Future aspirations & advice
39:23 Outro

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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