What’s your name and your role at Zammad?

My name is Bozo Kovacevic. At Zammad, I work in Level 1 Support and as a software tester. In other words, I help solve problems—and find new ones.

What are you known for on the team?

Definitely gaming. I’m a bit of a video game junkie. Some of my favorites are Hunt: Showdown, For Honor, The Elder Scrolls Online, and Magic: The Gathering Arena.

Within the team, I’m probably also known for “Bozo breaks it.” As a tester, I put Zammad through its paces and have official permission to break things—of course, only so that our users do not run into those issues later on.

At Zammad’s 10th anniversary event, “Bozo breaks it” will even have its own session. I’ll show how I approach testing, which areas I examine particularly closely, and why deliberately breaking things in a controlled environment is sometimes the best way to build more stable software.

What does your typical workday look like, and what are you currently working on?

First and foremost, of course, I handle support tickets. You never know exactly in the morning what questions and challenges the day will bring.

Right now, we’re also focusing intensively on our AI features in live production. We’re looking at different use cases and edge cases to see where there’s still room for improvement.

What’s the latest thing you’ve learned on the job?

That making mistakes is not a bad thing. What matters is how you deal with them afterwards. Mistakes are part of the process and always offer an opportunity to learn something new.

What motivates you every morning?

I’m absolutely not a morning person. But when I see how enthusiastically the support team starts their day, that energy just rubs off on me.

My greatest motivation, however, is my children. I want to be the best possible role model for them. That also shapes how I define personal success. For me, it is not only about what I achieve professionally, but above all about how my children see me.

They are also the reason I actually get out of bed in the morning instead of simply working from there. With children in the house, no one gets to stay in bed for long anyway.

What do you love most about remote work? (And what not so much?)

Definitely the freedom. I can work from anywhere and organize my workday more flexibly. That also gives me more time for my family. What’s not to love about that? :)

What does great teamwork look like to you?

We are all in this together. If someone makes a mistake, we all take responsibility for it. Likewise, when someone does something particularly well, that is a shared success too.

This is particularly important in support because nobody has an immediate answer to every question. Supporting one another and approaching some situations with a sense of humour helps.

What career advice would you give?

  1. Be honest, take responsibility and find work that you genuinely enjoy. Then it will rarely feel like work.

  2. Look for a workplace where you work to live, rather than live to work. Your career is an important part of life, but it shouldn't define your whole life.

How do you explain your job to your parents?

'I perform black magic over the internet and get paid for it.' 🧙

What’s your favorite feature in Zammad?

Core workflows, without a doubt. Once you know how to use them properly, they're incredibly powerful. Sometimes, it really does feel like black magic.

Do you have a passion that wouldn’t be obvious from your resume?

I love pen-and-paper role-playing games—like Dungeons & Dragons or Vampire: The Masquerade. Actually, I’m up for almost any pen-and-paper game.

Which famous person would you like to recruit for the Zammad team, and why?

Jackie Chan! He’s an absolute legend. Anyone who can combine action, precision, and humor as well as he does would probably fit right in with our team.