Regional Escalation Manager

Overview

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

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

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