That's not true. Apple employees can see a video feed of your screen after you accept their support request (similar to screen sharing over FaceTime), but they can't interact with your phone remotely.
I’ve had this happen when I called in a support request for some iOS issue I had. Their interface has all the devices on your Apple ID, and they can enable screen sharing on any of them after you accept it via a notification. I have to admit, it must be a lot better for the support experience as opposed to trying to verbally describe what’s going on.
