Regional Escalation Manager
At Milestone Systems, what you do matters—because our work helps humans, societies, and organizations feel safer.
Ready to become the trusted leader behind our most critical customer situations?
As Regional Escalation Manager, you will play a key role in protecting customer trust, strengthening partner relationships, and ensuring successful outcomes during high-impact technical and operational challenges. Your leadership will help customers navigate complex situations while driving continuous improvements across our products, services, and support organization.
Location
We are looking for a Regional Escalation Manager based in Brøndby, Denmark (hybrid).
This role is part of our Global Technical Support organization and reports to the Global Escalation Manager.
Role Summary
As Regional Escalation Manager, you will own and lead business-critical customer and partner escalations across the EMEA region. Acting as the central point of coordination, you will bring together technical experts, engineers, customer-facing teams, and business leaders to drive issues to resolution while maintaining customer confidence throughout the process.
You will work across functions and regions to manage risk, improve customer experiences, and ensure that lessons learned translate into long-term improvements for our business.
What You Will Do
Lead complex customer and partner escalations from initial engagement through successful resolution and closure
Coordinate cross-functional teams across Technical Support, Engineering, Product Management, Customer Success, Sales, and Operations
Develop and execute escalation action plans that ensure accountability and timely resolution
Facilitate escalation reviews, war rooms, executive briefings, and stakeholder meetings
Provide proactive communication, status updates, and executive-level reporting throughout the escalation lifecycle
Assess technical severity, business impact, and customer risk to prioritize resources and actions
Conduct root cause reviews and drive corrective and preventive actions
Identify recurring trends and recommend improvements to products, processes, and customer experiences
Support major incident management activities and crisis response efforts when required
Build trusted relationships with customers, partners, distributors, and internal stakeholders
What You Bring to the Team
Bachelor's degree in Business, Information Technology, Engineering, Computer Science, or equivalent professional experience
5+ years of experience in Technical Support, Escalation Management, Customer Success, Service Delivery, Incident Management, or related customer-facing roles
Proven experience managing complex customer escalations involving multiple technical and business stakeholders
Strong project management and stakeholder coordination skills
Excellent verbal and written communication skills, including executive-level communication
Experience working with enterprise customers, channel partners, distributors, or managed service providers
Strong analytical, problem-solving, and decision-making capabilities
Experience working with CRM, support ticketing, or service management platforms
How You Will Make a Difference
You remain calm and focused in high-pressure situations
You build trust quickly and communicate with confidence
You balance customer advocacy with business priorities
You thrive in collaborative environments and bring people together around solutions
You take ownership and drive issues through to completion
You continuously look for opportunities to improve processes and customer experiences
About the Team
You will join our Global Technical Support organization, a team dedicated to helping customers and partners succeed with Milestone's technology solutions.
We work across regions, functions, and time zones to resolve challenges, share knowledge, and continuously improve the customer experience. Collaboration, accountability, and a customer-first mindset are at the heart of everything we do.
How We Support You
Individual development plans aligned with your career aspirations
Access to training, learning resources, and professional certifications
Flexible working arrangements and hybrid work opportunities
Supportive leadership and regular coaching
Opportunities to collaborate across regions and functions
Exposure to senior leaders and strategic business initiatives
Social activities and opportunities to connect with colleagues worldwide
What We Offer
A highly visible role with significant business impact
Opportunities to work with strategic customers and partners across EMEA
Exposure to global leadership and cross-functional teams
Career growth opportunities within a global technology company
Competitive compensation and benefits package
A People First culture built on trust, inclusion, and collaboration
Application Process
We are committed to providing an inclusive and unbiased recruitment process where all employment decisions are based on qualifications, experience, and potential.
We encourage interested candidates to apply as soon as possible by submitting their CV in English. Applications will be reviewed on an ongoing basis, and the position will remain open until the right candidate has been identified.
We look forward to learning more about how you can contribute to Milestone Systems.
About Us
Milestone Systems is a leading provider of data-driven video technology software. Our portfolio includes XProtect video management software, Arcules video surveillance as a service, and BriefCam analytics. We amplify what organizations of any size can see, do, and achieve with video.
Guided by our People First mindset—freedom, inclusion, and togetherness—we always consider our employees, partners, and communities in everything we do.