Scaling Support Without Burning Out Engineers (ft. Viola Marku)

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The Good Thing

WunderGraph

30 episodes

1 week ago

THE GOOD THING is.. a podcast by Stefan Avram (CCO) and Jens Neuse (CEO), focusing on APIs, software development, GraphQL, and the trade-offs in engineering. Inspired by our startup journey at WunderGraph, The Good Thing comes from a phrase we often use to find the positives in any situation, no matter the challenges. With a casual chat format, our podcast dives into real-world challenges, lessons, and insights, blending humor and expertise. Hear stories told by high-profile guests from household-name companies. Stay positive with The Good Thing podcast.

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Scaling Support Without Burning Out Engineers (ft. Viola Marku)

The Good Thing

1 hour 1 minute 13 seconds

1 month ago

Scaling Support Without Burning Out Engineers (ft. Viola Marku)

Is great customer support as important as a great product?

Viola Marku is the Customer Success Manager at WunderGraph, where she partners closely with engineering-led teams to drive successful adoption of federated architecture across complex organisations. With nearly a decade of experience in technical startups, she brings both empathy and precision to every customer engagement, translating abstract challenges into clear, actionable paths forward.

Viola's cross-functional work with engineering and sales has helped reduce time to value while elevating the role of customer success as a strategic growth function. She's focused on creating the conditions for customer ownership, embedding success into how modern platform teams actually work.

Hosted by WunderGraph CEO Jens Neuse and COO Stefan Avram, they'll talk support excellence, feedback loops, and share advice they’ve learned along the way.

Here’s what you’ll learn:

Support is a Product
* Great support isn't an afterthought. Viola and Stefan make the case that support is part of the product, and why investing early pays off.

From Chaos to EOC and beyond
* We trace the evolution of WunderGraph’s support process, from Stefan juggling sales and support alone, to the launch of the Engineer-On-Call (EOC) system in 2025, to how Viola reshaped workflows when she joined the team earlier this year.

Turning Feedback into Features
* How WunderGraph collects, prioritizes, and acts on customer feedback, and why this feedback loop is one of their biggest product advantages.

Failures, Fixes, and Lessons
* We talk about real mistakes: the support tickets that went sideways, the growing pains, and how even the worst moments became learning opportunities.

Scaling a Support Culture
* With a growing user base, how will WunderGraph maintain its customer-first values?

From AI tooling to culture building, we explore how the team is preparing for what’s next.

Whether you’re scaling a devtool, leading a support team, or just curious how real customer obsession shapes product growth, this episode is for you.

Jump into the comments or live chat! We want to hear:
* Is great customer support as important than the product itself?
* What’s the biggest support fail you’ve learned from?
* Can great support be your moat?

Tune in every Friday at 9 AM on YouTube (WunderGraph - Stefan & Jens) for new Live episodes!
Watch this episode here: Scaling Support Without Burning Out Engineers — Viola Marku
Visit us at wundergraph.com