Regional Escalation ManagerAt 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. LocationWe 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 SummaryAs 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 TeamYou 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 ProcessWe 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 UsMilestone 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.

Role Description This is a pro bono volunteer position. JerseySTEM is seeking Project Managers to help implement and execute transformational organization outcomes. The candidate will have experience in Project Management and availability to join teams meeting 3pm-6pm EST. - Attend the Standup of the team you will be supporting (weekly or daily sometime between 3pm and 6pm). - Create user stories to describe work items, with clear descriptions and acceptance criteria. - Prioritize stories for the backlog and keep the team organized and focused. - Monitor the health of the Kanban board. - Drafting SOPs (Scribe) for the team. - Onboard/Train New Joinees. - Off Boarding and reassign Tickets. - Triage Helpdesk tickets to relevant team member. - Drive open communication with team members. - Be the servant leader for the team members, assisting them when needed. - Identify opportunities for improvement and be “THE CHAMPION OF CHANGE”. Qualifications - Experience using Jira, Kanban. - Excellent communication, analytical, mentoring and problem-solving skills. - Minimum time commitment: 6 hours/week, for a minimum of 6 months. Requirements - Weekly meeting TBA.

• Lead the Shared Services Team in answering questions related to guest messages. • Ensure all guest and partner messages are sent according to the knowledge center protocol. • Keep the knowledge center updated with new information as procedures and policies evolve. • Report inconsistencies to the Shared Services Team Leads and correct incorrect procedures. • Monitor reservations and abnormalities related to in-house guest issues, resolving them directly whenever possible without the need to involve the partner. • Serve as the decision-maker for exceptions to policies and goodwill gestures. • Monitor the Slack channel and Hospitable 24/7, or ensure someone is correctly responding to escalations around the clock — including overnight hours, weekends, and holidays. • Manage housekeeping schedules and ensure tasks are handled correctly and on time. • Communicate directly with OTA platforms and Hospitable when needed, escalating and finding alternative solutions when they are unhelpful or unresponsive. • Check that all automations are running correctly, and manually verify and correct workflows when they are not. • Ensure that OTA Revenue is distributed to each partner accordingly. • Prepare owner statements and send all revenue to the partners every month

• Identify and develop business opportunities to drive growth and market penetration. • Leverage your extensive network to acquire and manage relationships with Introducing Brokers (IBs) to increase client acquisition. • Develop and implement effective Go-to-market and Business Development strategies tailored to achieve company objectives. • Develop and implement effective Client Acquisitions and Retention strategies across multiple marketing channels. • Promote our multi-asset trading products, internal trading terminal, and MT5 platform to potential clients and partners. • Ensure all operations comply with local regulations and company policies. • Provide regular reports on market trends, business development activities, and performance metrics to senior management. • Build and manage a regional team as needed, fostering a high-performance culture.