Technical Support Analyst

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.