Technical Support Analyst
Step into a technical, problem-solving role where you'll handle complex queries, improve systems, and make a real impact across our retail and customer operations
Please note that this role will be titled ‘Retail Technical Support Analyst’ internally.
About Us
Snappy Shopper is the market leader in the growing Q-commerce convenience grocery sector, worth £41b in the UK. In addition to our independent retailers, we serve most of the major convenience store players, including Spar, Nisa, Premier and Booker.
Snappy exists to enable local high street businesses to serve their customers online so that local communities thrive, and revenue stays local. Retailers have seen revenue uplifts of between £5k and £120k per month, making the platform mission critical to local business.
Our location
We are a Scottish start-up with just over 120 colleagues based around the UK and offices in Dundee and Edinburgh.
This is a full-time, Monday to Friday, office-based role in Dundee (City Quay), with participation in a rotating on-call weekend support schedule.
About the team
We're the team behind Snappy Shopper and Hungrrr, two platforms connecting local retailers and hospitality venues with shoppers through a seamless digital experience. Our Retail Technical Support team specialises in solving complex problems, managing escalations, and keeping our systems and processes running smoothly behind the scenes.
About the role
As a Retail Technical Support Analyst, you’ll take on the more complex queries and escalations that our frontline team can’t resolve — acting as a key problem-solver across our systems, processes, and platforms.
Your day-to-day will include:
- Managing escalated queries from retailers and customers via phone, email, WhatsApp, and social media
- Troubleshooting backend systems and internal platforms, including store onboarding, settings, and compliance requirements
- Supporting advanced menu updates and technical configurations, including loyalty schemes, promotions, and product restrictions
- Collaborating with marketing, tech, and growth teams to resolve complex issues and align on operational improvements
- Identifying process improvements, spotting trends, and sharing insights to help the wider business work more effectively
This is a varied, high-impact role for someone who’s confident handling complexity, comfortable with systems, and thrives on solving problems in a fast-paced environment.
To be successful in this role, you’ll be:
- Tech-savvy – You pick up systems quickly and enjoy solving complex problems.
- A strong communicator – Able to manage sensitive or high-stakes issues with confidence across multiple channels.
- Well-organised – You can juggle workflows across technical, marketing and support-related issues.
- Retail or marketing aware – Experience in either field helps you understand our customers’ expectations and business operations.
Who you are is as important to us as what you can do. Do these values and behaviors sound like something that would come naturally for you?
- Community: Thrive in team-based environments where you each share the workload and the success.
- Be Snappy: Work at-pace to meet the needs of numerous stakeholders.
- Breaking Barriers: Think of ways to solve problems- we’re a growing business to creative thinking is a real benefit.
- Craic on: Succeed when working with a range of stakeholders.
If you’re someone who enjoys helping others, is confident with systems, and thrives in a dynamic environment, we’d love to hear from you!
What’s in it for you
Why should you consider joining Snappy in this role? Working with a high-growth tech start-up is an exciting and dynamic experience! During your time with us, you'll have the opportunity to develop professionally and apply your learning to help scale the business rapidly. If you're eager to learn and grow, there’s no limit to what you can achieve here. And while this is a temporary position, there is the potential for it to evolve into a permanent role for the right candidate!
Scroll below to read more about our Snappy Reward.
Applying
Don’t forget to include a cover note that tells us why you are interested in the role and shares more about who you are and what matters to you.
- Department
- Retailer and Customer Services
- Locations
- Dundee
Dundee
Benefits and perks
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Holidays
Your leave entitlement starts at 32 days and increases the longer you’re with us – we love to reward loyalty
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Birthday day off
Take any day off during the week of your birthday to celebrate the occasion -
Paid sick leave
We know no-one plans on getting sick, but believe it’s important you can focus on resting and recuperating when you do -
Paid company parental leave
To let you spend more time getting to know your new addition -
Paid bereavement leave
To support you through some of life’s toughest times -
Paid domestic violence leave
To support you through some of life's most difficult times
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Cycle to work scheme
Save money, stay fit and help save the planet -
Employee Assistance Programme
Confidential external support when facing challenges, whether personal or professional, for you and your family -
Company pension scheme
To help you save for your future -
Referral bonus
Help us grow by referring great talent to Snappy. If we hire them, we pay you £1000. -
Performance-related reward
Depending on your role, you could be eligible for a performance-related bonus or share options
Join a Growing, Impact-Driven Team
We’re a fast-growing scale-up with 130+ colleagues spread across the UK.
Some of our roles are based in our Dundee and Edinburgh offices, some are remote, while some other roles require colleagues to be on the road visiting retailers every day. But wherever you're based, you are enabled to operate at your best and to drive our growth ambitions.
What Does That Mean?
It means working in an environment where:
✅ Everything you do connects back to a bigger purpose—creating a world where technology levels the playing field allowing businesses and their local communities to thrive
✅ You’re empowered to be a ‘growth-hacker’—finding creative, innovative solutions to scale our impact
✅ Leaders lead with empathy—they genuinely care about people, not just numbers
✅ You can learn and grow fast—if you love a challenge and want to be closer to action, this is where you need to be!
✅ Collaboration is key—peer support and cross-team problem-solving are how we win
Your Voice Matters at Snappy
In our fast changing environment, we want you to shape how we grow:
💡 Have an idea? Attend weekly fire-side chat with the CEO or add an idea to our Snappy Suggestions tool—your input informs our priorities
🎤 Got a question? Ask it at our bi-monthly Basecamp (town hall) and get real answers
📚 Want to shape our culture? Join our Social Committee or one of the employee resource groups and help us build a learning mindset
📊 Want to improve Snappy? Complete our engagement survey—we listen and act
At Snappy, you’re not just another employee—you’re part of building something that matters
About Snappy Shopper
🚀 Be part of the future of Q-commerce.
🔗Visit our website or download the Snappy Shopper app and experience the convenience for yourself!
Already working at Snappy Shopper?
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