GOTO - The Brightest Minds in Tech Building Support Structures • Flavia Circiumaru & Hannes Lowette
Oct 28, 2025
Flavia Circiumaru, a software engineer at FundApps, shares insights from her experience establishing a structured support system after rapid company growth. She discusses the challenges of the previous model, emphasizing the importance of reducing context switching and improving collaboration between support and development teams. Flavia explains their goal of making support seamless and discusses actionable strategies for enhancing efficiency. Together with Hannes Lowette, they explore how effective communication and clear priorities can bridge the gap between clients and engineers.
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Rotation Model Broke Under Growth
- FundApps grew quickly and initially kept a rotation where any confident engineer would join support once a quarter.
- Rapid growth made that model unsustainable due to frequent context switching and competing priorities.
Set Up Three Desks For Focused Support
- Create a multi-tiered support team with front, second, and third desks to separate triage from deeper improvement work.
- Reserve the third desk to fix monitoring, observability, and process gaps rather than shipping features.
Monitoring Revealed Hidden Failures
- Visibility gaps across microservices caused hidden version drift and deployment issues.
- Prioritizing monitoring and automation reduced recurring incidents and monthly toil.