Building Support Structures • Flavia Circiumaru & Hannes Lowette

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 • Inspiring Tech Leaders - The Technology Podcast Interviews with Tech Leaders and insights on the latest emerging technology trends. Listen on: Apple Podcasts   Spotify Canada Now Bold ideas with the people shaping Canada’s next chapter. Listen on: Apple Podcasts   Spotify Bluesky Twitter Instagram LinkedIn Facebook CHANNEL MEMBERSHIP BONUS Join this channel to get early access to videos & other perks: https://www.youtube.com/channel/UCs_tLP3AiwYKwdUHpltJPuA/join Looking for a unique learning experience? Attend the next GOTO conference near you! Get your ticket: gotopia.tech SUBSCRIBE TO OUR YOUTUBE CHANNEL - new videos posted daily!