• Provide empathetic, personalized support to patients and providers, ensuring each interaction leaves individuals feeling heard, informed, and valued. • Verify insurance, investigate benefits coverage, estimate out-of-pocket costs, and discuss patient payment options. • Troubleshoot product, service, and enrollment issues with sensitivity and urgency. • Act as the liaison between patients and iRhythm, ensuring requests are completed accurately and in compliance with regulatory standards. • Deliver accurate, timely support to patients and providers throughout the device wear process and beyond, resolving inquiries efficiently and ensuring all service requests are handled to compliance and quality standards. • Make outbound calls to patients to explain coverage, responsibilities, or payment options. • Respond to inquiries, manage tickets/emails, and provide timely updates to patients, providers, and internal teams. • Document all interactions and coverage details in Salesforce with accuracy. • Maintain updated and complete patient and insurance records. • Participate in meetings and training in a virtual/on-camera environment. • Ensure compliance with FDA regulations and HIPAA privacy requirements. • Consistently meet productivity, quality, and service-level metrics. • Provide support to other teams during peak periods and participate in cross-training to enhance skills and knowledge.

• Source high call volume environment (75 calls per day) • Research and communicate complex information in a clear/concise manner • Navigate and work in multiple systems/websites simultaneously • Process credit card payments over the phone adhering to PCI compliance protocol • Document telephone conversations clearly and accurately • Maintain records in billing, including the review of accounts, payment collections and case notes • Maintain patient confidentiality and adhere to HIPAA guidelines/regulations

About the role Reporting to the Sr. Director, Customer Support, as Sr. CSE Deployments you are responsible for delivering frictionless and smooth deployments to our Fortune 500 customers. Deployments run over a period of 12-24 months during which you develop trusted technical relationships with our customer and also take the initiative to update documentation, write better procedures, create a video. Deployments are technically complex and will present you with technical challenges calling upon your best troubleshooting and analytical competences. Next to your technical focus you also coordinate x-functional deployment activities. You are an energetic self-starter fully committed to our customers’ success by putting yourself in our customer’s shoes and constantly striving to make sure they can use our product to the best of its and their ability. Qualification ● 8+ years experience supporting technical end-user ● BS Computer Science, Information Technology or similar experience ● Excellent troubleshooting and root-cause analysis skills ● Proven technical writing skills ● Project management skills ● Excellent communication and written skills (English) ● Handling of hardware appliances and configuration of UEFI/BIOS ● Linux system administration & advanced Linux troubleshooting ● Python programming and Shell Scripting (both optional) ● Management of network adapters, interfaces ● Networking concepts and tools: IP, DHCP, DNS, NAT rules, Firewall configuration, routing, bridging, and proxies ● Networking troubleshooting competence using ping, traceroute, netstat, ip tables, tcpdump and analyzing packet captures. ● Operate and troubleshoot SSH ; secure tunnels ● Familiar with both Type 1 and Type 2 hypervisors ● Troubleshoot hypervisors, including performance ● Deploy and manage Docker containers ● Certified Kubernetes Administrator (CKA), preferred ● Configuration of Azure or alternative clouds ● Practical operation of Swagger ● Setup and configuration of APIs such as Postman and Terraform Pay & Benefits Zededa’s main compensation philosophy is to provide you with the opportunity to progress as you grow and develop with the company. The base pay range is dependent on your skills, qualifications, experience and location for this role.

• Own execution and outcomes for Customer Support, Customer Success Management, and Customer Experience through direct leadership of functional leaders. • Lead and coach the Director of Operations (Support), Customer Success Team Lead, and Customer Experience Manager to drive performance, accountability, and consistency. • Define and execute a segmented customer experience and customer journey strategy across enterprise, mid-market, and SMB customers. • Design and implement AI-enabled capabilities, including chat, self-service, workflow optimization, and AI-assisted ticket handling, to scale support operations and improve customer experience. • Establish and operationalize 1-to-many customer success engagement and support models for SMB and mid-market customers. • Own the customer enablement strategy, including education programs, self-service resources, and ongoing adoption initiatives, through direct leadership of the Customer Enablement function. • Lead customer health strategy, including usage monitoring, health scoring, risk identification, and proactive engagement. • Establish operating rhythms, KPIs, dashboards, and reporting, including call and ticket review programs, to provide visibility into customer experience and team performance & effectiveness. • Identify operational gaps, inefficiencies, and risks and take direct action to resolve them. • Support growth initiatives by scaling people, processes, and systems in alignment with business objectives. • Partner cross-functionally with Product, Engineering, Sales, Account Management, Professional Services, and Onboarding to ensure seamless handoffs and a consistent post-sale experience. • Perform other duties as assigned.